Executive

Posting Country: India

Date Posted: 14-Jan-2021

Full Time / Part Time: Full Time

Contract Type: Permanent

Our purpose at Vodafone is to connect for a better future. As a Global Communications Technology company, we put the customer at the heart of everything we do. We are forever challenging, pushing boundaries and discovering innovative ways to connect our customers with their digital societies.

We connect people, businesses, and communities across the globe to create the future. We earn customer loyalty, experiment, learn fast and get it done, together.

Join our journey as we connect for a better future. Ready?

Description

The Customer Care Advisor is the first point of contact for customers (via telephone, email and self-serve), who are required to provide customer service solutions to callers in an efficient and professional manner, in line with Vodafone�s customer experience standards. The Customer Care Advisor has a good knowledge of Vodafone�s latest products and offerings, price plans and associated technologies, systems and processes. And performs specific tasks related to delivering excellent customer service and sales through outbound/inbound communication and in line with standard customer care processes. Typically reports to the Customer Care Team Leader.

Job Responsibility

* Handles customer requests/issues/questions in a professional manner and strives to deliver a first time resolution service;

* Meets defined KPIs including NPS and sales;

* Processes transactional activities in line with Vodafone standards, policies and processes;

* Provides accurate and timely information by fully investigating all customer enquiries, using all available equipment and applications to ensure that incidents and problems are resolved efficiently and within SLAs;

* Exchanges information effectively, to direct customer requests/issues/questions/complaints to the relevant teams for action (e.g. to activate services, solve claims and complaints, apply discounts);

* Uses time proactively and efficiently to deliver on service targets;

* Provides feedback and suggestions to develop and improve customer experience in respect of call trends / drivers;

* Good understanding of Vodafone products, services, systems, policies and processes in order to effectively deal with a variety of questions and customer transactions;

* Effectively interacts with stakeholders where necessary, to assist with efficient query/complaint resolution;

* Acts as an advocate of Vodafone, protecting the reputation by following Vodafone�s Brand Tone of Voice;

* Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas.

Skills

Digital Advocacy

Customer Journey Knowledge

Ownership

Building Rapport

Resilience

Expert Advice

Expert Communication

Empathy

Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

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