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Vodafone busca:
Ensure reduction in the number of contacts to Vodafone call centres (calls & mails) developing a ?best in class? Online Customer Care Channel that facilitates, to Corporate and Consumer clients, the self management of their services through the private area of the Vodafone website, via social media community management, m-care customer service and reaching the established levels both on costs? efficiency and customer satisfaction. Contributes to define, agree, communicate and promote both overall Self-Service and specifically Website Customer Care Strategy (coordinating channel strategy with Business Units (Corporate & Consumer), Technology, and the Customer Care area). Detect opportunities and ensure increase of usage of the website customer care channel (through My Vodafone and the customer care areas in the website) and their preference for this channel when requesting information and executing transactions, as well as the highest levels of satisfaction with. Define Vodafone Website?s Customer Care activities through the requirements? design, planning, development, target setting, monitoring and continuous improvement of the Website function. Delivers self-service targets and Kpi?s for the online channel (e.g. costs to target, customers? use and satisfaction). Integrate the customer life cycling strategy as part of the channel.
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Requisitos:
Education / experience: University degree, MBA recommended. 6 - 10 years experience gained in large, multi-national organisations. Over 5 years experience managing medium size teams. Over 5 years experience in Online / Web Customer Care and Community Management. Demonstrated creativity and documented immersion in social media. Fluent or bilingual in english Specific knowledge: Online / Canal Web Market/Social media Product development. Customer knowledge. Continuity of business and services. Project management methodology. Strong people leadership skills and ability to work within multi-functional teams.
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