Customer Care Advisor

2 weeks ago

Pune Maharashtra, India RCM Business Solutions Full time

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

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