Portuguese Retail Support Advisor Inbound Voice - Outsource (VOIS)

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 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? 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.

Who we are

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.

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.

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