Posted:1 week ago|
Platform:
Work from Office
Full Time
Job Responsibility Handles customer requests/ issues/questions in a professional manner and strives to deliver a first-time resolution service; troubleshooting for Network, Internet etc. Meets defined KPIs including NPS and sales; Processes transactional activities in line with Vodafone standards, policies and processes; Provides accurate and timely information by fully investigating all customer enquiries, using all available equipment and applications to ensure that incidents and problems are resolved efficiently and within SLAs; Exchanges information effectively, to direct customer requests/issues/questions/complaints to the relevant teams for action (e.g. to activate services, solve claims and complaints, apply discounts); 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; Good understanding of Vodafone products, services, systems, policies and processes in order to effectively deal with a variety of questions and customer transactions; Effectively interacts with stakeholders where necessary, to assist with efficient query/complaint resolution; Acts as an advocate of Vodafone, protecting the reputation by following Vodafone's Brand Tone of Voice; Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas Skills: effective communication,network,bpo, kpi management, troubleshooting, network support,problem resolution, customer service,international bpo,technical support,stakeholder interaction,internet services.
Apex One
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