Executive
Vodafone
Ahmedabad, IN
4d ago

Description

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;
  • 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.
  • Skills

    Digital AdvocacyCustomer Journey KnowledgeOwnershipBuilding RapportResilienceExpert AdviceExpert CommunicationEmpathyCustomer ExperienceProduct and Service AdvocacyService Delivery Excellence

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