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Customer Service Representative
1 month ago
Vodafone Idea Limited, a leading telecom service provider in India, is seeking a highly skilled Customer Service Representative to join its Response & Resolution Team. As a key member of the team, you will be responsible for coordinating and managing closure of customer issues referred from partner teams, executing circle-specific issues, and ensuring timely resolution of escalated complaints.
Responsibilities
• Coordinate with various verticals and functions to resolve customer complaints efficiently
• Identify large customer impact issues and conduct root cause analysis (RCA) to provide effective solutions
• Escalate centrally managed issues and multi-circle issues to the CoE – Proactive Resolution
• Maintain necessary reports and compliance on regulatory issues relevant to CC & BO operations
Requirements
• Strong analytical skills to identify process gaps and provide resolutions
• Excellent coordination and influencing skills to work effectively with cross-functional teams
• Knowledge and expertise around VIL processes and systems
• 2-3 years of work experience in the telecom domain, preferably with at least 1 year of experience in a similar role
• Good understanding of regulatory compliances and deviations
Key Performance Indicators (KPIs)
• TAT compliance in closing escalated issues
• First-time resolution scores among escalated issues
• Regulatory compliance / deviations
• Reduction in calls/complaints per subscriber
Estimated Salary: ₹8-10 lakhs per annum
