Senior Executive
Vodafone
Pune, IN
4d ago

Description

The Senior Customer Care Advisor interacts directly with Vodafone customers (via telephone, email and self-serve), and assists with their requests, transaction demands and complaints received into all channels to ensure immediate issue resolution.

The Senior Customer Care Advisor has a good understanding of established concepts and procedures in delivering support and customer satisfaction and provides exceptional customer service whilst adhering to Vodafone s standards and policies.

Typically reports to the Customer Care Manager or Senior Customer Care Team Leader.

Job Responsibility

  • Handles customer requests / issues / questions in a professional manner, with 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;
  • Provides accurate and timely information by fully investigating customer enquiries / complaints, using available equipment and applications to ensure that issues / incidents / problems are resolved efficiently and within SLA or customer expectation;
  • 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 AdvocacyCustomer Journey KnowledgeOwnershipBuilding RapportResilienceExpert AdviceExpert CommunicationEmpathyLeading Organisation Culture and ChangeCustomer ExperienceStrategic MindsetProduct and Service AdvocacyService Delivery Excellence

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