Am

2 weeks ago

Pune, India Vodafone Full time

**Description**:

- The Customer Care Team Leader delivers support and supervisory responsibility to a team of Customer Care Advisors, in line with Vodafone

**Job Responsibility**:

- Demonstrates a good understanding of established policies and procedures enabling the provision of exceptional customer service;
- Supports team in providing accurate and timely information;
- Demonstrates sensitivity to diverse audiences, and strives to deliver a first time resolution service;
- May manage requests/issues/questions that have not been resolved at first contact, demonstrating tact and diplomacy;
- Works within defined processes and uses judgement based on analysis of factual information to select appropriate course of action to resolve problems;
- Meets defined KPIs including NPS and sales targets;
- 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 and identifying process improvements;
- Demonstrates good knowledge of Vodafone products and services, policies and systems in order to effectively manage customer expectations and resolve questions/issues/requests;
- Effectively interacts with internal stakeholders where necessary ;
- 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 manager or resulting from assigned agendas.

**Skills**:

- Digital Advocacy
- Customer Journey Knowledge
- Ownership
- Building Rapport
- Resilience
- Expert Advice
- Communication
- Empathy
- Leading Organisation Culture and Change
- Customer Experience (CX) design
- Strategic Mindset
- People Development
- Product and Service Advocacy
- Delivers through others
- People Centric - 100% Human
- Service Delivery Excellence
- Customer Service /Resolution
- External trends and insights
- Strategy Execution
- Customer Centricity
- Service and Delivery Management
- Digital Enablement
- Data Analytics and Insights
- Sales Performance Management
- Objection Handling and Negotiation
- Quality Assurance

**Not a perfect fit?**:

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