BULK REQ - Customer Care Advisor

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology &Transformation.

As the largest shared services organization in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.

We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.

#VOIS #BeUnrivalled #CreateTheFuture

About This Role

• We are seeking a customer-focused Technical Customer Support Specialist to provide end-to-end support for Consumer Broadband and Landline customers
• This role involves handling voice-based technical queries, investigating customer concerns, troubleshooting connectivity-related issues, and delivering effective resolutions that enhance customer experience
• The successful candidate will contribute to service excellence by achieving First Call Resolution (FCR), meeting service level targets, and identifying opportunities for continuous process improvement

• Handle voice-based technical support queries for Consumer Broadband and Landline customers
• Troubleshoot customer issues across broadband, Wi-Fi router, and landline services
• Conduct detailed investigations into customer dissatisfaction, process failures, and service-related concerns
• Respond to customer interactions across relevant service channels and provide appropriate solutions in a timely manner
• Identify service opportunities, including suitable upsell recommendations where relevant
• Take ownership of customer issues and ensure effective follow-up to achieve First Call Resolution (FCR) and SLA targets
• Deliver a positive customer experience during every interaction and contribute towards customer satisfaction objectives
• Identify and communicate opportunities to improve operational efficiency and customer service processes
• Apply product, process, technology, and system knowledge to resolve customer issues
• Demonstrate alignment with Vodafone's vision, values, and customer-centric approach while collaborating with colleagues and stakeholders

• Graduate in any discipline
• 1 to 7 years of relevant experience in customer service within a technical support environment
• Experience in broadband and Wi-Fi router troubleshooting is preferred
• Prior technical-voice process experience is mandatory
• Strong verbal communication skills with the ability to explain technical concepts clearly
• High level of computer literacy and system navigation capability
• Ability to adapt positively to change and work within established processes
• Customer-focused mindset with accountability for resolving issues and improving service outcomes
• Strong problem-solving and analytical skills
• Willingness to work in a 24x7 rotational shift environment with rotational weekly off days
• Available to be based in Pune for training and on-the-job learning requirements

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

What’s In It For You

• Opportunity to support customers within a global telecommunications organization
• Exposure to broadband, landline, and connectivity technologies in a real-world customer environment
• Development of advanced troubleshooting and customer engagement skills
• Collaborative working environment focused on customer experience and continuous improvement
• Opportunity to work with global markets and gain experience supporting UK-based customers
• Structured training and on-the-job learning opportunities

• Broadband and landline technical troubleshooting
• Wi-Fi router diagnostics and connectivity issue resolution
• Customer service excellence and complaint resolution techniques
• First Call Resolution (FCR) and service performance management
• Telecom products, systems, and operational processes
• Stakeholder communication and problem-solving skills
• Service improvement and operational efficiency identification
• Time management and prioritization in a high-volume customer support environment

Vodafone recognizes and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

Join Us

At Vodafone, were working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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