Exec

3 weeks ago

Ahmedabad, India Vodafone Full time

**Description**:

- 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;
- Meets defined KPIs including NPS and sales;
- Processes transactional activities in line with Vodafone standards, policies and processes;
- 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.

**Skills**:
Digital Advocacy

Customer Journey Knowledge

Ownership

Building Rapport

Resilience

Expert Advice

Communication

Empathy

Customer Experience (CX) design

Product and Service Advocacy

Service Delivery Excellence

Digital Enablement

Customer Service /Resolution

Customer Centricity

Objection Handling and Negotiation

Opportunity selling

Service and Delivery Management

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