Executive

Pune, Maharashtra
  1. Full Time
  2. Contact Center
000000234472
Posting date:21 Jan, 2019

Role purpose: Professional investigation, analysis and resolving customer issues (if any). Provisioning order fulfillment, 3rd party detail checking, internal / external email support and escalations, Customer contact & update billing account

 

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

 

They would be required to performback 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 customer touchpoint survey

 

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

Absenteeism

Not Applicable

Life at Vodafone

James "Vodafone changed my life"

James "Vodafone changed my life"

Meet Mel, LGBT+ friend

Meet Mel, LGBT+ friend