Travel eSIM Service Desk Advisor - Vodafone

Who we are VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation. As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability. We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal. #VOIS #BeUnrivalled #CreateTheFuture About this Role We are seeking a customer-focused individual to join our Vodafone Roaming Services (VRS) team as a Service Desk Advisor. This role is pivotal in supporting American and Canadian travellers using Vodafone’s eSIM bundles across Europe. Operating in a hybrid mode from VOIS Hub1, the advisor will provide 24/7 support via chat and email, ensuring seamless connectivity and peace of mind for travellers. The role is designed to uphold Vodafone’s global customer service standards and may expand to include voice support in future phases. What you will do • Respond promptly and professionally to customer queries across omni-channels including chat, email, and incident management. • Manage customer interactions with empathy and efficiency, ensuring quality standards are consistently met. • Identify and address secondary customer needs to enhance service value. • Collaborate with internal teams (2nd and 3rd Line support) to resolve issues within agreed service levels. • Adhere to established procedures and contribute to process improvements where applicable. Who you are • Fluent in English (C2 level) with strong written communication and fast typing skills. • Skilled in handling account management and technical queries in writing. • Emotionally intelligent with the ability to manage high-profile customers. • Proficient in MS Office and capable of working rotational morning and night shifts. • Committed to compliance and continuous self-development. Not a Perfect Fit? Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best. What skills you will learn • Advanced customer engagement techniques across digital platforms. • Incident management and resolution in a multi-system environment. • Technical troubleshooting and account management. • Collaboration with cross-functional support teams. • Process improvement and service excellence strategies. Join Us At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together. With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference. Follow us on social media and #StayConnected • LinkedIn • Facebook • Instagram • Chat with our employees