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 qualified 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