Job Description

What you\'ll do

• Working with businesses stakeholders, suppliers, manufacturers, vendors all over the globe and ensure Delivery SLA adherence.
• Handle calls & emails; make proactive phone calls to customers as and when needed.
• E2E Supply chain management, new orders, Provide Order status, handles order and service-related queries.
• Help Desk Support
• Basic trouble shooting, resolving rickets. FCR.
• Escalate the issues as appropriate to the relevant Stakeholder, Management.
• Reporting, weekly reviews and dashboards.

Who you are

• Turnaround time of requests
• Adherence to SLA\'s
• Productivity/throughput
• Quality of the delivered service
• Update documentation for new processes and changes
• Ensuring that SLAs are being adhered to.
• Manage Escalation of requests to Managed Services in line with defined SLAs as appropriate
• Working as part of the team to ensure the department always offers World Class Customer Service.
• Resolve, trouble shoot, Order, ensure E2E Order management flow is being followed, Revert to customer order queries and timely notifications
• Liaising with Account and service managers and respective stake holders
• Second and third level resolver groups.

Desired

• Excellent communication skills
• Familiarity with call logging systems
• Comfortable working under pressure
• Excellent problem-solving skills.
• Excellent ability to manage customer relationships, their expectations (and define acceptance criteria), and to understand requirements of business and customer to ensure they are translated into technical delivery
• The ability to be an effective team player is essential
• Understanding of Order management/SCM
• Should be able to perform routine activities like - Accept Orders/Order Validation, Update order Library, Order fulfilment, , Delivery tracking, s, Customer notifications, Order Forecasting, Reporting, Stock Replenishment Accept Orders, Notify Customers, Reporting, Managing, raising, creating incidents, service requests, Add/Remove/Modify User, Add Users to Groups, Password Maintenance, Level 1 , Liaising with other resolver groups, Triaging if necessary, Weekly Monthly Reporting
• 2-3 years exp n SCM/Order management
• L1, L2 Service Desk
• Hands-on Knowledge experience on any type of workflow tool, ticketing tool

What\'s in it for youWe want you to feel happy and fulfilled at work, without compromising the other things in life that matter to you. There are lots of ways we support this, including hybrid working and generous parental leave. You\'ll also get four Spirit Days a year to focus on your personal development and wellbeing, plus a host of other great benefits too.Who we areYou may have already heard of Vodafone - We\'re a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.As part of our global family, whether that\'s Vodafone, Vodacom or _VOIS, you\'ll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices. We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.Together we can.Top 10 Best Workplaces for Millennials, Equity, and Inclusion, Top 50 Best Workplaces for Women, Top 25 Best Workplaces in IT & IT-BPM and 10th Overall Best Workplaces in India in 2024.Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

Vodafone