Vodafone is looking to hire customer service executive for the location Pune and Ahmedabad. At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it’s our human spirit, together with technology, that empowers us to achieve this. We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
Job Profile
- The candidate would be responsible for handling Voice/Chat/BO queries for the Consumer & Enterprise customers.
- They would be required to perform Voice/Chat/BO tasks to mitigate areas of customer dissatisfaction, process failure and advisor failure by conducting a full investigation.
Key accountabilities
- Respond and trouble shoot all customer interactions via any channel, and identify appropriate service solutions, including upsell opportunities in an efficient and timely manner.
- Make a positive impression with the customer through every interaction, contributing to positive NPS in line with team and individual goals.
- Take ownership and follow up on issues to achieve first call resolution at all times and SLA targets
- Identify and communicate areas for improved efficiencies for customer service.
- Understand Vodafone’s vision and goals; demonstrate alignment to these in attaining the team’s goals and in relationships with other people.
Core competencies
- 0.6 Months to 7 years’ experience in customer service.
- Responds constructively to change.
- Able to adhere to Vodafone processes and contributes to process improvements
- Use knowledge of products, technology, processes and systems to solve problems that impact our customers.
- Brings the customer experience into every decision; Acts as a customer champion and takes accountability for identifying and addressing underlying service issues.
Desired Profile
- High levels of computer literacy.
- Excellent verbal communication skills
- Comfortable working in 24×7 environment (Rotational Shift).
- 5 Days working (rotational week-off)
- Should be comfortable to work in a Hybrid/WFO persona
Location
Pune/ Ahmedabad
