Vodafone - Senior Executive/Assistant Manager - Resolutions - Customer Service

Role Title: Senior Executive/Assistant Manager-Resolutions (Customer Service)

Function: Customer Service

Location: Pune

Key accountabilities:

- Out calling negative TNPS customers for all LOB's on defined calling windows

- Focus on Detractors: Empathize and Provide Resolution (Eradicate Pain Points and make delight moments)

- Convert Detractors to Promoters through robust Service Recovery and Re-polling

- Fixing Gaps as per feedback and RCA - by sharing feedback with the cross functional teams at Circle / Corporate in regular intervals

- Share Daily / Monthly MIS as per agreed formats

- Implement corrective steps- arising out of Customer VOC / RCA's that involves process corrections, system changes recommendations, training need identifications, etc.)

- This role also requires Partner Management (In house but outsourced) and monitoring their performances, sharing timely feedback, attendance, conducting reviews, etc.

- Encourage the team to achieve desired goals by keeping them motivated.

- Ensure 1@Risk undergoes HSW induction including mandatory phase 1 defensive driving trg on first day of joining

- Carry out self-audit of min 5% of 1@Risk in a month for HSW compliance, (e.g. License, helmet/ ASR awareness, etc.)

- Identify & implement training needs for reportees

-1-4 years relevant Experience

- Excellent verbal and written communication

- Customer handling

- Team handling and maintaining MIS

To apply for this position, please use the external Vodafone link