Bulk Req - Customer Care Advisor
Join Us
At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.
What you’ll do
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 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 team’s 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 Wi-Fi Router Trouble shooting would be preferred
Voice Background is a must
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.
Who you are
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)
Not a perfect fit?
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.
What's in it for you
Who we are
We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.
Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.
Together we can.