Corporate Customer Consultant Job at Vodafone (Istanbul)

Job Description

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.

Job Responsibility

Manage inbound calls and emails from mobile and fixed customers within the assigned portfolio in a timely and efficient manner
Handle customer enquiries, requests, and complaints end-to-end
ensure seamless coordination with relevant teams for cases not resolved at first contact and follow through to closure within agreed SLAs
Proactively engage with customers through outbound calls
conduct customer visits supported by insights such as billing analysis, tariff structures, and campaign details
Support the Sales Manager by joining customer visits, particularly during retention periods, and contribute to the overall customer management process
Execute regular customer communications via outbound calls and emails, including health checks and dunning (debt reminder) activities
Stay up to date with all operational processes, system updates, and knowledge changes
effectively utilise the Atlas knowledge platform and provide feedback on gaps and improvement areas
Proactively identify potential risks, dissatisfaction drivers, and opportunity areas
escalate insights to the management team to enhance customer experience and service quality
Promote Metro Ethernet, RadioLink, and Bulk & Fast SMS products via outbound communication channels
generate qualified leads for the Sales Manager by actively using the Red CRM system
Ensure timely follow-up of missing documents and completion of all processes in full compliance with requirements
Adhere to company and departmental policies and procedures, ensuring full compliance in all activities
Reduce voluntary churn by providing tailored solutions and retention arguments to customers requesting service termination
Manage and resolve complaints received through official channels such as BTK, Web BTK, CEO Office, Social Media, and other regulatory platforms in line with defined service targets

Requirements

Higher education degree (Vocational School or University graduate)
Strong analytical and reporting capabilities
Proficient in preparing effective and impactful presentations
Strong coordination and stakeholder management skills
Demonstrates an analytical and solution-oriented mindset
Excellent communication skills, with the ability to engage effectively across different stakeholders
Advanced proficiency in MS Office applications

What we offer

Vflexy: Flexible Benefits Program
Hybrid working kit
Ergonomic kit allowance
Digital meal voucher
Flexible transportation allowance
Employee assistance hotline & counselling
Comprehensive and flexible private health insurance
Discounted price deals for wide range of products & services

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Corporate Customer Consultant

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