Job Description

Role Purpose

The incumbent will be responsible for processing transactions within defined SLA. The pre-requisite for this role will be experience within contact centre or customer service environment with excellent communication skill

To own and implement the provisioning, email flow and onboarding for UK LM Large Enterprise customers as part of the standard delivery model. Multiple projects running concurrently with an element of risk management. Responsible for customer and stakeholder management, including setting and managing expectations and confirming elements of the delivery.

Accountabilities, Competencies & KPI\'s:

• Achievement of agreed KPI\'s in order to meet SLA
• Maintain transactional accuracy as per the set quality targets
• Adherence to the organizational procedures and policies
• Are accountable to clients for the operational areas of Vodafone including Connectivity, Mobility & telephony, Productivity
• Complete Onboarding and all other associated activities for standard build using pre-defined LWI
• Delivery of multiple enterprise customers requiring provisioning and administrative services
• Customer and stakeholder management
• Identify, manage and report risks
• Excellent ability to work with the team and at the same time demonstrate performance driven by individual efforts and initiatives
• Driving Service improvement Ideas
• Set correct expectations on the performance
• Understanding of the telecom business, with experience in International set up of Customer Ops
• Provide good-quality knowledge and information about Vodafone services to the customer
• Flexible with Shift Timings and Weekly offs

Technical and professional skillsets

• Bachelors and above degree from a recognized university
• BPO / Telecom experience
• Excellent understanding of Security for MS 365
• Excellent written and verbal communication skills
• Sound logical reasoning and analytical skills
• Ability to work with speed and accuracy using multi applications
• Good typing speed - 24 wpm minimum

Tools - Job specific

Crystal, Egain & Amdocs: CRM system, Libra Gemini & Corporate Gemini Billing System, PEGA Service Transition etc.

Other

Job Location - Ahemdabad

Work mode - Hybrid

Our 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