Senior Executive - Mobile Delivery-Ahmedabad

Role Purpose

This role 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 Business customers as part of the standard delivery model. Should be able to handle multiple requests running concurrently with accuracy.

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.
Responsible to clients for the operational areas of Vodafone including Connectivity, Mobility & telephony.
Complete Onboarding and all other associated activities for standard build using pre-defined LWI.
Delivery of multiple Business customers requiring provisioning and administrative services• Identifying Service improvement Ideas.
Provide good-quality knowledge and information about Vodafone services to the customer.
Flexible with Shift Timings and Weekly offs.

Core competencies & Business Expertise

• 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
• Innovation Hungry

1. Eger to find out better ways for processing transactions and brining in creative thinking.
2. Ability to think outside the box and try to produce process improvement ideas.

KPI & Key accountabilities

• Service Level Management
• Quality – Accuracy of transactions/projects
• Attention to details
• Aiming for FTR

Must have technical/professional qualifications:

• 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.

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.