Job Description

CTC: - 5.5 LPA (including 10% annual performance-based bonus)Project Duration: OngoingExperience Required: 1+ yearsShift: UK ShiftWork Mode: Hybrid (3 days work from office per week)Cabs: ChargeableLocation - PUNE - SP Info-city Interview Rounds: 3Round 1: Communication ScreeningRound 2: Voice Versant Test (Minimum score: 60)Round 3: Communication & Stability AssessmentFinal Interview: Face-to-Face (F2F): - The 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.Job Responsibility :- Handles customer requests/issues/questions in a professional manner and strives to deliver a first time resolution service; troubleshooting for Network, Internet etc. - 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. (ref:updazz.com)