Vodafone Limited
5d ago

Role purpose : Professional investigation, analysis and resolving customer issues (if any). Provisioning order fulfillment, 3rd party detail checking, internal / external email support and escalations, Customer contact & update billing account

Would be responsible for handling back office queries for the UK Consumer & Enterprise customers.

They would be required to performback office tasks to mitigate areas of customer dissatisfaction, process failure and advisor failure by conducting a full investigation.

The agent will have the following KPI’s that his performance will be gauged on the below :


Productivity / Efficiency

TNPS - Touchpoint Net Promoter Score as measured through customer touchpoint survey

First Time Fix - Percentage of calls resolved on first call, as measured through customer touchpoint survey


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