Written Complaints Agent

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

Manage written complaints through www.vodafone.gr and customer complaints through public authorities. 
 X-ray deep dive into cases and highlight issues in processes to prevent recurrence.
Respond positively to any new initiatives that are brought into practice making sure they easily become part of the customer experience service delivery and finally to act as a Complaint ambassador, identifying issues that affect customer experience.

Key accountabilities and decision ownership: 
• Response in written complaints in a way to promote customer experience and ensure regulations are followed. 
• Ensures that customers’ issues are resolved within departmental target time
• Refers Customer issues and needs to appropriate business units; follows up to ensure accurate and timely responses 
• Always behave in a professional and courteous manner.

• Knowledge of Microsoft office
• Knowledge of fixed telephony products and customer care processes. 
• Knowledge in diagnosing and resolving fixed line telephony technical issues
• Strong communicational & written skills
• Solve Problems: Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem.
Ability to prioritize and manage multiple tasks effectively, paying attention to detail

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.

• Award-winning work environment -certified #1 Top Employer in Greece
• Competitive pay, bonus & remuneration package
• Private Health & Medical Insurance
• Hybrid way of working: a blend of remote and office-based working, including the option to work from abroad 
• Unlimited connectivity with our mobile, landline and Vodafone TV services – Experience first what our customers love
• Unlimited access to learning resources and trainings
• Vodafone Parental Leave: 16 weeks of fully paid parental leave to all employees regardless of gender, sexual orientation or length of service
• Remote work equipment to help you create a comfortable, ergonomic workspace at home 
• Spirit of Vodafone days: dedicated time to pause, develop new skills and connect with our teams, values and services
• Extra days off: Vodafone Day, Family Day, Volunteering Day 
• Office amenities (subject to the office location): such as restaurant, beauty corner, gym and parking
• Special employee offers and discounts 

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.