Customer Experience Specialist

Would you like to be part of our new adventure? Vodafone Group is launching its new technological HUB (MSH), an international center of excellence dedicated to research and development of technical solutions, such as Secure Networks, 5G and 6G development, Open RAN, IoT, MPN & MEC and UCC for Vodafone Business, platforms and enterprise solutions.

Come and join us to create the future together!

Customers are at the heart of everything we do at Vodafone - we want to equip them with knowledge and insights on the latest technologies and innovation to help them transform their businesses.

The Customer Experience Centre Specialist is responsible for planning and hosting Discovery Sessions in our CECs (Customer Experience Centres) where we collaborate with our Vodafone Business customers and showcase the latest innovation and tech - both in-person (Málaga city center) and virtually. You will manage the whole process end-to-end, from booking through to developing the agenda and hosting the customer on the day. You will also be responsible for delivering exceptional customer service and ensuring a positive experience for all customers. This role involves managing customer interactions across various channels, resolving issues promptly, and contributing to the continuous improvement of customer satisfaction and loyalty.
In addition, as Customer Experience Center Specialist, you will be responsible for developing and maintaining relationships with universities and partners to facilitate the construction of a local innovation ecosystem. This will involve leveraging public funding and innovation opportunities through consortium.

Key responsibilities

• Build a successful Customer Experience Center for Málaga.
• Define and set-up the foundation of CEC Málaga and ensure it meets agreed-upon KPIs for success.
• Organize, plan and facilitate engaging customer CEC sessions with businesses across Vodafone Business in virtual and physical settings.
• Create and develop customer journeys and storyboards that showcase our products and services in a bespoke way for the customer.
• Handle incoming customer inquiries via phone, email, live chat, and social media.
• Provide accurate information regarding products, services, and policies.

What you bring

• High school diploma or equivalent required; Bachelor’s degree in Business, Communications, or a related field preferred.
• Minimum 3 years of experience in customer and innovation-related activities.
• Excellent verbal and written communication skills, with strong listening, problem-solving, and presentation abilities.
• Ability to understand, maintain, and evolve tech demos; familiarity with social media platforms and online chat tools.
• Customer-focused attitude with a genuine desire to help; ability to handle stress with patience and professionalism.
• Ability to analyze and interpret customer data to improve service; keen attention to detail and accuracy.
• Strong time management, multitasking, and prioritization skills; self-motivated, able to work independently and as part of a team.
• Adaptability to changing technologies and processes, commitment to ongoing learning and development, strong stakeholder management, and a team player.
• Fast-paced office environment with extensive use of computers and telecommunication equipment.

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All 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 apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

Together we can

At Vodafone, we are dedicated to fostering a diverse and inclusive work environment. We take pride in our commitment to providing equal opportunities to individuals of all backgrounds and abilities. We firmly believe that diversity includes a spectrum of experiences, and we welcome and support individuals with functional diversity.

Our mission is to create an accessible workplace where all team members can thrive, regardless of their unique abilities or challenges. We are committed to making reasonable accommodations to ensure that everyone can fully participate and excel in our organization. We value the unique perspectives and talents that individuals with functional diversity bring to our team and consider them an integral part of our success and innovation.

We recognize and celebrate the importance of diversity and inclusivity in our workplace so that we are as diverse as the customers and communities we serve. We do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social or marital status.

Benefits

• Hybrid working.
• Direct Contract with Vodafone VOIS.
• Ticket Restaurants.
• Intensive Summer Hours (8:00 am-3:00 pm).
• Social benefits.
• Flexible retribution plan.
• Training plan.
• 25 days of vacation + December 24 and 31.

#LiHybrid
REF: 247854