Description :
- s standards and policies. Typically reports to the Customer Care Manager or Senior Customer Care Team Leader.
Job Responsibility :
- Handles customer requests/issues/questions in a professional manner, with sensitivity to diverse audiences, and strives to deliver a first time resolution service;
- May manage requests/issues/questions that have not been resolved at first contact, demonstrating tact and diplomacy;
- Works within defined processes and uses judgement based on analysis of factual information to select appropriate course of action to resolve problems;
- Meets defined KPIs including NPS and sales targets;
- 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 and identifying process improvements;
- Demonstrates valuable knowledge of Vodafone products and services, policies and systems in order to effectively manage customer expectations and resolve questions/issues/requests;
- Effectively interacts with internal stakeholders where necessary ;
- 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 manager or resulting from assigned agendas.
Skills : Digital Advocacy
Customer Journey Knowledge
Ownership
Building Rapport
Resilience
Expert Advice
Expert Communication
Empathy
Leading Organisation Culture and Change
Customer Experience
Strategic Mindset
Product and Service Advocacy
Service Delivery Excellence
📌 Executive (Pune)
🏢 Vodafone
📍 Pune