- 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
- Service Level Management
- Quality – Accuracy of transactions/projects
- Attention to details as high on risk due to impact on bulk accounts
- Owning, foreseeing and managing the projects risk's
- Aiming for FTR
- Customer obsessed: Demonstrates an insight into the customer's way of thinking. Understand Customer viewpoint. Able to articulate the customer's perspective in a straightforward way.
- Communication and Interpersonal Skills: Communicating proficiently with customer & stake holder when required
- Negotiate timelines and resolve conflicts
- Eger to find out better ways for processing transactions and brining in creative thinking
- Ability to think outside the box and try to produce process improvement ideas.
- 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
Senior Executive-Senior Service Management Delivery Advisor-Ahmedabad - Vodafone
Description
What you'll do
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:
Who you are
Core competencies & Business Expertise
Innovation Hungry
Must have technical/professional qualifications:
Tools - Job specific
Crystal, Egain & Amdocs: CRM system, Libra Gemini & Corporate Gemini Billing System, PEGA Service Transition etc.
What's in it for you
We 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 are
You 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.