ASSOCIATE ROLE TITLE Reports to Store Manager

Department Retail - Stores

Customer Service Executive - Retail Function Sales & Marketing
ROLE PURPOSE

The role of the Store CSE is to address customer queries, requests and complaints on new
connections, Billing, Roaming, VAS, Prepaid, Data, Handsets, Collections and Credit and any
and every thing related to Vodafone services and it' products. He needs to address all these
cases with good listening skills, an eye for detail and excellent CRM, product and process
skills in a polite manner, proactively and optimally utilizing all resources available at the
store. He also needs to be excellent at up selling and cross selling services and products,
thus enhancing the store revenue and be customer focused to ensure first time right
resolution on all cases every time.

ESSENCE OF ROLE- Key Accountabilities

Effectively handle all queries of customers

Address Customer queries/
1
requests and complaints
walking into stores and solving their problems.
Educating them to use the product/service.
Proactively provide all the necessary
information needed by the customer
Effective Trouble Shooting

Accurate capturing of interactions on CRM

through tagging, CPOS for new activations etc

Providing information to customer on product,

process, systems and gadgets and effectively
Contributing to Organization and up selling and cross selling the same to
2
Team Goals existing and new customers thus increasing
the store revenue and contributing to overall
company profits

Provide optimal customer experience on all

interactions through effective communication
Communication strictly as per
3 skills, excellent product, process and system
Vodafone standards
skills and escalate unresolved queries in time
to the Manager/ sic
PERSONAL SPECIFICATIONS ESSENTIAL DESIRED
Minimum academic qualification Graduate in
any stream or an equivalent academic
1 qualification Yes

Working knowledge on computers/ laptops/

2 Handsets/ Dongles/ Value Added Services Yes

ROLE DIMENSIONS
FINANCIAL (Limits/Mandates Etc.) NON FINANCIAL
As mentioned in Vodafone Contract As mentioned in Vodafone Contract

TYPICAL OUTPUTS
1. All cases handled effectively with maximum FTR
2. Customer Experience: Meet minimum level of internal and external quality standards
in all customer interactions (85% and above)
3. Increase revenue through individual sales, Up sell, Cross sell
4. Csat - >95%
5. Tagging Accuracy - <2%
5. Interaction time - =<15mins
5. Wait Time - 3-5 mins
COMPETENCY MAP
GLOBAL PERFORMANCE DRIVERS FUNCTIONAL SKILLS
Customer Orientation: Language:
Application of product, process, system and gadget
knowledge to ensure every customer query is managed Good command on English ,
effectively and does not result into a repeat walkin Hindi and Marathi.
Excellent influencing skills Selling skills:
towards ensuring optimal conversion of customers (sales) to Ability to demonstrate selling
buy New connections/ port in/ VAS/ DATA/ Handsets/ skills and objection handling
Dongles etc. Also retain all potential churns skills
Communication skills:
Clear speech/ diction, Ability
to articulate and explain well,
Good listening skills
Attitude:
Hard working, Team player,
Role model, Customer centric
and Result-oriented with
The ability to solve all cust
queries and sales focused
To be self motivated and self
driven.
Should keep himself abreast
with changes in the telecom
field have the willingness to
learn on his own on an
ongoing basis