Executive
Vodafone Limited
Pune,India
1d ago

Webchat PNQ

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

Key accountabilities (Role Description)

Highlight accountabilities and KPIs for the requisitioned role, which could include (but not limited to)

Typical outputs

Key deliverables & KPIs expected from the role holder)

Impact on Business

How would the role holder impact / scale of influence Business decisions strategic / operational)

Interfaces with Customers, Suppliers &Third parties

Internal and external stakeholder interactions expected of this role )

Leadership & Teamwork

Leadership Direction and accountabilities towards the Team)

Innovation & Change

Expectations from this role in driving innovation and change)

Others

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

They would be required to perform back office tasks to mitigate areasof customer dissatisfaction, process failure and advisor failure by conductinga full investigation.

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

Quality

Productivity / Efficiency

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

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

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