Customer Care Advisor

19 hours ago

Pune, India Apex One Full time

Job Responsibility

Location - PUNE - SP Info-city

  • 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 Vodafones Brand Tone of Voice;
  • Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas.
    Skills: knowledge of vodafone products and services,customer service,customer experience,communication,problem-solving,time management,professional manner,customerKeywordscustomer service,sales,customer experience,voice process,Customer Care*Mandatory Key Skillscustomer service,sales,customer experience,voice process,Customer Care*

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