Jr. Executive

Pune, Maharashtra
  1. Full Time
  2. Contact Center
Posting date:22 Jun, 2018

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


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"