Customer Service Advisor - Voice Process

The candidate would be responsible for handling Voice queries for the UK Home Broadband 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 resolve all customer interactions via voice 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 with team and individual goals.

Take ownership and follow up on issues to always achieve first call resolution 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 an International inbound voice process.
• Candidates with an exposure to Upselling and Cross selling (Must)
• International Voice Background is a must.
• Basic Broadband knowledge would be added advantage.

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.

Education

Graduate in any stream.

Desired Profile:

High levels of computer literacy

Excellent verbal communication skills.

Job Time:

24x7 (Rotational Shift). 5 Days working (rotational week-off)

Must be flexible to attend training and OJT from office location

• 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)