Role Purpose: The purpose of this role is to ensure that all Emails are replied effectively & resolved within TAT and with expected Quality standards as defined for Back Office centralized process. The role requirement is to Read, understand, interpret the customer query/request/complaint as received over email medium & check the relevant VF systems & accordingly provide resolution to the customer to his/her satisfaction. Key Skills/Experience: Minimum Graduate from any field. Proficient with English Communication skills (Written & Verbal) and excellent command over the regional language are a must. Regional Language is as per the Circles to be known Computer proficiency skills. Understanding Concept of Customer Centricity and Customer Relationship Management Proactive and logical thinking
Customer Service Recovery:
This position is responsible for ensuring customer loyalty and rebuild trust in Vodafone Services This position is responsible to identify reasons for customer dissatisfaction and perform analysis on case basis as per predefined guidelines Establish hygiene / process issue and prepare talk off with the customer accordingly for both open and close service requests / complaints. This position is responsible to provide end to end complete resolution to customer concerns. To provide resolutions on the nature of the request/complaint, status of the customerâs account applying business rules This position is responsible to close loop with the customer and post providing the customer necessary resolution and initiate re polling to identify efficiency
Graduate with 1 yearsâ work Strong communication skills (Oral and Written) in English, Hindi/Circle specific regional language(s) and should have ability to handle irate / demanding customers Good analytical / proactive problem solving skills
VODAFONE INDIA SERVICES PVT LTD is a 100% subsidiary of Vodafone Group Plc. An experienced team offering world class BPO off shoring solutions / services by leveraging best in class tried and tested Business Models.
Regular Walk-in Time: Monday to Friday between 10:30 am to 12:30 pm. Venue: Vodafone House, B wing, Nr. Prahladnagar, B/H Divyabhaskar, S.G. Highway, Ahmedabad - 380015
Contact Person: Anil Makwana
Note: Kindly share the below details over a text (on below number) to give your confirmation for your interview
Name Contact details Email id Date of Interview.
Updated CV in word format SSC & HSC/Diploma mark sheets & Certificate Graduation every Yearâs mark sheets & Degree Certificate PG mark sheets & Certificate (if post-graduate) Last 3 months salary slips of current/last employer (not applicable for fresher) Last Salary Annexure/Break up/Salary certificate/Offer letter (not applicable for fresher) Relieving letter or resignation mail of current employer (if already left the organization) Experience/Relieving letters of all previous employers PAN Card copy(Mandatory) &ID proof copy (Permanent Address Proof - Aadhaar Card) Important: Be Transparent with the company and be specific on Salary details Take total clarity on role or any other aspect you want understanding up on before final selection Please note that the selection event may take the whole day and hence please budget sufficient time for the event & commencement of your return journey.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases