Pune, Maharashtra
  1. Full Time
  2. Contact Center
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)



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:



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




Not Applicable

Life at Vodafone

Raniya's Work Experience

James "Vodafone changed my life"

James "Vodafone changed my life"