Primary Skills :
Secondary Skills : Knowledge of NPS tools
Role Purpose and KPIs :
This position is responsible for ensuring customerloyalty and rebuild trust in Vodafone Services.
This position is responsible to identifyreasons for customer dissatisfaction and perform analysis on case basis as perpredefined guidelines.
Establish hygiene / process issue and preparetalk off with the customer accordingly for both open and close service requests / complaints.
This position is responsible to provide endto end complete resolution to customer concerns.
To provide resolutions on the nature of therequest / complaint, status of the customer’s account applying business rules.
This position is responsible to close loopwith the customer and post providing the customer necessary resolution andinitiate re polling to identify efficiency.
All customer interactions to be handledwithin defined timelines
To be able to handle customer interactionswhile maintaining the set quality standards defined by Vodafone
To be aware of the latest products launchedas well as the recent change in processes in order to communicate correctinformation to the customer
To be able to provide customized solutions toeach customers concern and address his issues completely and correctly so as toensure no repeats
To be able to speak to an irate customer withsense of ownership and convert customer complaints into customer delight andthereby ensuring customer loyalty
To be able to retain a customer who hasdecided to leave Vodafone primarily using communication skills