Portuguese Retail Support Advisor Inbound Voice

Vodafone; Egypt (PA); On-site; USD 60,000 - 90,000; Full time

Job summary

Vodafone Portugal is seeking a Portuguese-speaking Retail Support Advisor to provide inbound voice support to retail stores. The role focuses on resolving cases, guiding store advisors, and ensuring service delivery aligns with compliance standards.

You'll collaborate with provisioning and back-office teams, manage end-to-end cases, and uphold SLAs while maintaining process accuracy. A bachelor’s degree or equivalent is preferred.

Qualifications

• Fluent in Portuguese (spoken).
• Experience in voice support or B2B telecommunications is advantageous.
• Experience in high-volume, SLA-driven environments is beneficial.

Responsibilities

• Handle inbound calls from Vodafone Portugal retail stores and provide accurate timely support.
• Guide store advisors on processes and systems to resolve cases.
• Support provisioning and fulfilment activities including activations, upgrades, referrals and service requests.

Skills

Portuguese language proficiency

Troubleshooting

Stakeholder collaboration

SLA management

Real-time guidance

Education

Bachelor's degree or equivalent

Job description

We are seeking a Portuguese-speaking Retail Support Advisor to provide inbound voice support to Vodafone Portugal retail stores The role focuses on supporting store advisors through case resolution retail operations support issue investigation stakeholder coordination and compliance-driven service delivery This position acts as a dedicated support interface for retailers helping them resolve queries efficiently while maintaining service level commitments and process accuracy There is no direct interaction with end customers

What you will do

• Handle inbound calls from Vodafone Portugal retail stores and provide accurate timely support
• Guide store advisors on processes systems and next steps to resolve customer-related cases
• Support provisioning and fulfilment activities including activations upgrades referrals credit checks and service requests
• Create update and manage cases ensuring end-to-end ownership through to resolution
• Meet operational service level agreements for response and resolution timelines
• Support key retail journeys including activations migrations renewals and cancellations
• Investigate issues in real time identify root causes provide guidance and manage appropriate escalations
• Collaborate with back-office provisioning and technical teams to resolve issues and drive case closure
• Maintain compliance with Vodafone processes GDPR requirements and documentation standards
• Identify recurring operational issues and contribute to process improvements knowledge sharing and best practice development

Who you are

• Fluent in Portuguese (spoken).
• Skilled in troubleshooting problem-solving and providing guidance in real time
• Able to work effectively in SLA-driven and high-volume environments
• Collaborative accountable and comfortable working with multiple stakeholders
• Bachelor s degree or equivalent preferred Experience in voice support internal stakeholder support B2B support or telecommunications is advantageous

Not a Perfect Fit

Concerned you may not meet every requirement

What s in it for you

• Opportunity to support Vodafone Portugal retail operations within a multinational environment
• Exposure to cross-functional collaboration with provisioning technical and support teams
• Development of expertise in telecom operations retail support processes and case management
• Experience working within performance-focused and service-driven operational environments

What skills you will learn

• Advanced telecom retail operations knowledge
• End-to-end case ownership and resolution management
• Stakeholder management and cross-functional collaboration
• SLA management and operational excellence
• Problem-solving issue diagnosis and escalation handling
• Process improvement and knowledge management practices

Vodafone is committed to creating an inclusive workplace where everyone can thrive

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