Vodafone Hiring for Executive at Pune Full Time

Company Details

Vodafone Intelligent Solutions (_VOIS) is a strategic arm of Vodafone Group Plc, for which it creates value by enhancing quality and efficiency of a number of processes in the IT/ ITeS domain. Established in 2006, _VOIS has evolved into a global, multi-functional organization that currently has centers across India, Egypt, Romania and Hungary with over 23,000 professionals.

In 2009, _VOIS started operating in India and now has established global delivery centers in Pune, Bangalore and Ahmedabad. With more than 12,000 employees, _VOIS India supports global markets and group functions of Vodafone, and delivers best-in-class customer experience through multi-functional services in the areas of Information Technology, Networks, Business Intelligence and Analytics, Digital Business Solutions (Robotics & AI), Commercial Operations (Consumer & Enterprise), Finance Operations, Supply Chain Operations and HR Shared Services.

Job Profile

• The candidate would be responsible for handling Voice/Chat queries.
• They would be required to perform Voice/Chat tasks to mitigate areas of customer dissatisfaction, process failure and advisor failure by conducting a full investigation.

Desired Profile:

• Should have at least completed academics till HSC.
• High levels of computer literacy.
• Excellent verbal communication skills.
• Should be comfortable working in 24*7 rotational shift timings

Key accountabilities and decision ownership

• Respond and trouble shoot all customer interactions via any channel, and identify appropriate service solutions, including upsell opportunities in an efficient and timely manner.
• Make a positive impression with the customer through every interaction, contributing to positive NPS in line with team and individual goals.
• Take ownership and follow up on issues to achieve first call resolution at all times and SLA targets
• Identify and communicate areas for improved efficiencies for customer service.
• Understand Vodafone’s vision and goals; demonstrate alignment to these in attaining the team’s goals and in relationships with other people.

Core competencies, knowledge and experience

• 0.6 months to 7 years’ experience in customer service.
• Responds constructively to change.
• Able to adhere to Vodafone processes and contributes to process improvements
• Use knowledge of products, technology, processes and systems to solve problems that impact our customers.
• Brings the customer experience into every decision; Acts as a customer champion and takes accountability for identifying and addressing underlying service issues.