Job Location | Pune, India |
Education | Not Mentioned |
Salary | Not Mentioned |
Industry | Other Business Support Services |
Functional Area | Not Mentioned |
DescriptionThe Customer Care Advisor is the first point of contact for customers (via telephone, email and self-serve), who are required to provide customer service solutions to callers in an efficient and professional manner, in line with Vodafone?s customer experience standards.The Customer Care Advisor has a good knowledge of Vodafone?s latest products and offerings, price plans and associated technologies, systems and processes. And performs specific tasks related to delivering excellent customer service and sales through outbound/inbound communication and in line with standard customer care processes. Typically reports to the Customer Care Team Leader.* Handles customer requests/issues/questions in a professional manner and strives to deliver a first time resolution service;* Meets defined KPIs including NPS and sales;* Processes transactional activities in line with Vodafone standards, policies and processes;* Provides accurate and timely information by fully investigating all customer enquiries, using all available equipment and applications to ensure that incidents and problems are resolved efficiently and within SLAs;* Exchanges information effectively, to direct customer requests/issues/questions/complaints to the relevant teams for action (e.g. to activate services, solve claims and complaints, apply discounts);* 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;* Good understanding of Vodafone products, services, systems, policies and processes in order to effectively deal with a variety of questions and customer transactions;* Effectively interacts with stakeholders where necessary, to assist with efficient query/complaint resolution;* 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 supervisor or resulting from assigned agendas.SkillsDigital AdvocacyCustomer Journey KnowledgeOwnershipBuilding RapportResilienceExpert AdviceExpert CommunicationEmpathyCustomer ExperienceProduct and Service AdvocacyService Delivery Excellence
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