Company Details:

Vodafone Intelligent Solutions (_VOIS) is a strategic arm of Vodafone Group Plc, for which it creates value by
enhancing quality and efficiency of a number of processes in the IT/ ITeS domain. Established in 2006, _VOIS
has evolved into a global, multi-functional organization that currently has centers across India, Egypt,
Romania and Hungary with over 23,000 professionals.

In 2009, _VOIS started operating in India and now has established global delivery centers in Pune, Bangalore
and Ahmedabad. With more than 12,000 employees, _VOIS India supports global markets and group
functions of Vodafone, and delivers best-in-class customer experience through multi-functional services in
the areas of Information Technology, Networks, Business Intelligence and Analytics, Digital Business
Solutions (Robotics & AI), Commercial Operations (Consumer & Enterprise), Finance Operations, Supply Chain
Operations and HR Shared Services.

Job Profile:
The candidate would be responsible for handling Voice/Chat queries for the UK Consumer & Enterprise
customers.
They would be required to perform Voice/Chat tasks to mitigate areas of customer dissatisfaction, process
failure and advisor failure by conducting a full investigation.

Key accountabilities and decision ownership:

 Respond and trouble shoot all customer interactions via any channel, and identify appropriate service
solutions, including upsell opportunities in an efficient and timely manner.
 Make a positive impression with the customer through every interaction, contributing to positive NPS
in line with team and individual goals.
 Take ownership and follow up on issues to achieve first call resolution at all times and SLA targets
 Identify and communicate areas for improved efficiencies for customer service.
 Understand Vodafone’s vision and goals; demonstrate alignment to these in attaining the team’s
goals and in relationships with other people.

Core competencies, knowledge and experience:

 2 to 7 years’ experience in customer service.
 Responds constructively to change.
 Able to adhere to Vodafone processes and contributes to process improvements
 Use knowledge of products, technology, processes and systems to solve problems that impact our
customers.
 Brings the customer experience into every decision; Acts as a customer champion and takes
accountability for identifying and addressing underlying service issues.

Desired Profile:
 Should have at least completed academics till HSC.
 High levels of computer literacy.
 Excellent verbal communication skills.

Job Time:
24x7 (Rotational Shift).
5 Days working (rotational week-off)

C2 General