Customer Service Advisor - International Chat & Voice Process
- VOIS
- 1 - 5 years
- Pune
- 2 months ago
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Job Description
Job Profile: The candidate would be responsible for handling Voice & Chat queries for the UK Home Broadband customers.
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.
Key accountabilities and decision ownership:
Respond and resolve all customer interactions via voice or Chat 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 Vodafone's 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 & chat process.
- Candidates with an exposure to Upselling and Cross selling ,Technical voice, and Customer Retention (Must)
- International Voice & chat 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
. Interview Address: Cluster D,Wing 3, 4th floor Eon Free Zone, Kharadi, Pune - 411014
- Walk in time: 10:00 am to 1:00 pm ONLY
- POC: Amrita Singh
- Note: It is mandatory for all the candidates to carry a passport size photograph & Hard copy of update CV.
IMPORTANT NOTE: No Freshers & domestic experience will be considered for this role.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer ServiceEmployement Type: FreshersContact Details:
Company: VOIS VodafoneLocation(s): Pune
Keyskills: Inbound Voice Process Customer Service Upselling Cross Selling International Voice Process Broadband Services Customer Satisfaction Chat Support International Voice International Chat Process International BPO
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VOIS
About VOIS: VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and enhancing quality and efficiency across 28 countries, and operating from 7 locations: Albania, Egypt, Hungary, India, Romania, Spain and the UK. Over 29,000 highly skilled individuals are...
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