Executive

Pune, Maharashtra
  1. Full Time
  2. Contact Center
000000224161
Posting date:26 Jul, 2018

 

Internal Role title : Executive

External Role Title : Customer Service Associate

Business Unit/Function ::

·         International Customer Operations

·         Enterprise Shared Service

Service Line/ Process/ Sub Function :

Project Name(if Applicable) 

Provisioning Transition –

·         Consumer & CVM

·        Enterprise set up

·         Direct Sales

·         Billing and Collection

 

Band: I

Asset (Laptop/Desktop): Desktop

Reporting Manager Role Title (within VSSI) : I

Reporting Manager Name: Sr. Exceutive (Team Leader)

Cost Centre Code:

Positionto be published on IJP (Y/N) – If N, please provide justification - N, asthis is an associate position

 

 

 

 

Key accountabilities (Role Description)

 

 

 

Highlight accountabilities and KPIs for the requisitioned role, which could include(but not limited to)

 

Typical outputs

(Key deliverables & KPIs expected from the role holder)

Impact on Business

(How would the role holder impact/scale of influence Business decisions – strategic/operational)

Interfaces with Customers, Suppliers & Third parties

(Internal andexternal stakeholder interactions expected of this role )

Leadership & Teamwork

(Leadership Direction and accountabilities towards the Team)

Innovation & Change

(Expectations from this role in driving innovation and change)

Others

 

Would be responsible for handling back office queries for the UK Consumer & Enterprise customers.

They would be required to perform back office tasks to mitigate areas of customer dissatisfaction, process failure and advisor failure by conducting a full investigation.

 

The agent will have the following KPI’s that his performance will be gauged on the below:

 

Quality

Productivity / Efficiency

TNPS - Touchpoint Net Promoter Score as measured through customertouchpoint survey

First Time Fix - Percentage of calls resolvedon first call, as measured through customer touchpoint survey

Absenteeism

 

 

Not Applicable

Life at Vodafone

Raniya's Work Experience

James "Vodafone changed my life"

James "Vodafone changed my life"