International Voice Process {Hybrid Mode}23
Applications
23
Applications
About the Job
Skills
💡 Must have skills:
📚 Minimum 6 months of experience in International BPO
📃 Proficient In English Grammar
🚻 Should have knowledge in customer servic
Description:
The Senior Customer Care Advisor interacts directly with Vodafone customers (via
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 judgment 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 Brand Tone of Voice;
Performs other job-related duties or tasks defined by the manager or resulting from assigned
agendas.
Shift: Rotational Shift with Rotational Week Off
(5 days working)
Salary: Maximum Budget Up to 5.33 LPA
Depends on totally on interview and experience
(20% to 30% Hike given on Pervious Salary)
Location: A h m e d a b a d
About the company
Industry
Human Resources Services
Company Size
11-50 Employees
Headquarter
Ahmedabad
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