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Customer Care Executive

2 - 4 years

2 - 5 Lacs

Pune

Posted:3 weeks ago| Platform: Naukri logo

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Skills Required

Customer Support Broadband KPI SLA Voice Process Troubleshooting Complaint Handling Escalations Customer Retention KRA WiFi Customer Queries International Voice Process Resolution

Work Mode

Remote

Job Type

Full Time

Job Description

Role & responsibilities This is a critical profile where candidate would be responsible for managing & resolving the complaints E2E for UK customers They would be dealing with both Standard & high priority complaints, also required to perform multiple tasks on call/email to mitigate areas of customer dissatisfaction, process failure and advisor failure by conducting a full investigation. To provide Root cause analysis, investigate all customer complaints received via any channel, identify appropriate service solutions and liaise closely with internal teams to resolve customer issues. Take E2E 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 Frontline teams via Feedback loop or available compliance model Understand Vodafone vision and goals; demonstrate alignment to these in attaining the teams goals and in relationships with other people. Preferred candidate profile Must be Graduate Must be willing to work on Hybrid Model at Pune Perks and benefits 2 to 7 years experience in customer service, L2 complaints handling & Retentions Responds constructively to change Able to effectively handle objections 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.

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