Customer Service Advisor - Technical Voice Process

The candidate would be responsible for handling Voice Technical queries ( home broadband and landline ) end to end for the UK Consumer customers.

They would be required to perform Voice tasks to mitigate areas of customer dissatisfaction, process failure and advisor failure by conducting a full investigation.

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 FCR and 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 Vodafones vision and goals; demonstrate alignment to these in attaining the teams goals and in relationships with other people.

Core competencies, knowledge and experience:

1 to 5 years of relevant experience in customer service in a technical process. Candidates with an exposure to Broadband and Wifi Router Trouble shooting would be preferred

Voice Background is a must

Education Graduate. Preference will be given to technical and computer studies. Other graduates can be considered if they have relevant experience

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.

Desired Profile:

Should have at least completed Graduation.

High levels of computer literacy

Excellent verbal communication skills.

Based out of Pune specifically due to training and OJT

Job Time:

24x7 (Rotational Shift).

5 Days working (rotational week-off)

• Address: EON IT Park at Cluster D, Wing 3, 4th Floor Eon Free Zone, Kharadi, Pune 411014
• Walk in time: 10:00 am to 11:30 am ONLY
• POC: Amrita Singh
• Note: It is mandatory for all the candidates to carry a passport size photograph (soft copy)