Managed Service Co-ordinator- Pune

**About VOIS**:
VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and enhancing quality and efficiency across 28 countries, and operating from 7 locations: Albania, Egypt, Hungary, India, Romania, Spain and the UK.
Over 29,000 highly skilled individuals are dedicated to being Vodafone Group’s partner of choice for talent, technology, and transformation. We deliver the best services across IT, Business Intelligence Services, Customer Operations, Business Operations, HR, Finance, Supply Chain, HR Operations, and many more.
Established in 2006, VOIS has evolved into a global, multi-functional organisation, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone

**About VOIS India**:
In 2009, VOIS started operating in India and now has established global delivery centres in Pune, Bangalore and Ahmedabad. With more than 14,500 employees, _VOIS India supports global markets and group functions of Vodafone, and delivers best-in-class customer experience through multi-functional services in the areas of Information Technology, Networks, Business Intelligence and Analytics, Digital Business Solutions (Robotics & AI), Commercial Operations (Consumer & Business), Intelligent Operations, Finance Operations, Supply Chain Operations and HR Operations and more.

**Role**:
Role Purpose:

- To be the first point of contact for all provisioning activities (add, moves, changes & deletions) for all high valued customers and manage delivery of certain orders end to end.
- To provide an excellent customer service by ensuring that all customer requests, internal and external, are actioned and resolved accurately, in line with agreed business processes and procedures, and to the customer’s satisfaction.
- To be a contributing team member ensuring key business objectives and individual performance standards are met and/or exceeded.
- To provide effective response, management and co-ordination according to defined processes, procedures and SLA’s/OLAs.

Key Accountabilities and Decision Ownership
[Max 5]:
1. Be the first point of contact for all provisioning activities
2. To acknowledge customers with reference numbers (Amdocs CRM/ Clarify, BMC Remedy) within agreed timelines
3. Knowledge on ticketing tool example - Service Now, BMC Remedy
4. To respond to customer queries and coordinate with other teams to ensure delivery on orders on time
5. To ensure that orders managed by the team are delivered end to end within the agreed timelines
6. Confident communicator both verbally and in writing, with the experience of dealing with external and internal customers.
7. A demonstrable understanding of the uses, strengths and weaknesses of various communications channels
8. To work with Customers, Suppliers and third parties to ensure delivery of orders & requests
9. Excellent Customer Service standards
10. In-depth knowledge of the visual and written aspects of our brand values
Core Competencies, Knowledge and Experience [Max 5]:
1. Experience in Order Management or Customer facing role dealing with Internal or External customers
2. Telecom Background (Fixed Line - Voice & Data)
3. Reporting, knowledge on Amdocs Clarify / CRM and Service Now ticketing tool.
4. Key Customer Communication
5. Good Verbal and written communication
Must Have Technical / Professional Qualifications:

- Any Graduate
- MS Excel skills
- ITIL (Not mandatory)

**VOIS Equal Opportunity Employer Commitment India**:
VOIS is proud to be an Equal Employment Opportunity Employer. We celebrate differences and we welcome and value diverse people and insights. We believe that being authentically human and inclusive powers our employees’ growth and enables them to create a positive impact on themselves and society. We do not discriminate based on age, colour, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, national origin, race, religion, sexual orientation, status as an individual with a disability, or other applicable legally protected characteristics.
As a result of living and breathing our commitment, our employees have helped us get certified as a Great Place to Work in India for four years running. We have been also highlighted among the Top 5 Best Workplaces for Diversity, Equity, and Inclusion, Top 10 Best Workplaces for Women, Top 25 Best Workplaces in IT & IT-BPM and 14th Overall Best Workplaces in India by the Great Place to Work Institute in 2023. These achievements position us among a select group of trustworthy and high-performing companies which put their employees at the heart of everything they do.
By joining us, you are part of our commitment. We look forward to welcoming you into our family which represents a variety of cultures, backgrounds, perspectives, and skills