Vodafone (On payroll APEX SERVICES)
Profile: CSA / CRE/ CCE (Customer Care Executive- Retail )
Qualification: Graduate ( No BE, B.TECH,BCA)
Skills Required: Fresher’s with excellent communication skills in English w/o regional touch. Should be taking care of the difference b/w "S" and "SH".
Salary Structure: 9.5K-12.5K(Take Home depending upon communication skills and qualification) CTC between 13k to 16k + incentive ( up to 5k per month 2nd Months Onwards depending on performance)
Round 1: General Discussion (GD)
Round 2: Personal Interview (PI)
Round 3: Final interview will be held in company premises, that will share you by SMS
Location: Delhi/ NCR Location
ASSOCIATE ROLE TITLE Reports to Store Manager
CSE-Customer Service Executive - Retail Department Retail - Stores
Function Sales & Marketing
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
1 Address Customer queries/ requests and complaints Effectively handle all queries of customers 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
2 Contributing to Organization and Team Goals Providing information to customer on product, process, systems and gadgets and effectively up selling and cross selling the same to existing and new customers thus increasing the store revenue and contributing to overall company profits
3 Communication strictly as per Vodafone standards Provide optimal customer experience on all interactions through effective communication skills, excellent product, process and system skills and escalate unresolved queries in time to the Manager/ sic
PERSONAL SPECIFICATIONS ESSENTIAL DESIRED
1 Minimum academic qualification Graduate in any stream or an equivalent academic qualification Yes
2 Working knowledge on computers/ laptops/ Handsets/ Dongles/ Value Added Services Yes
FINANCIAL (Limits/Mandates Etc.) NON FINANCIAL
As mentioned in Vodafone Contract As mentioned in Vodafone Contract
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
GLOBAL PERFORMANCE DRIVERS FUNCTIONAL SKILLS
Customer Orientation: Language:
Application of product, process, system and gadget knowledge to ensure every customer query is managed effectively and does not result into a repeat walkin Good command on English , Hindi and Marathi.
Excellent influencing skills Selling skills:
towards ensuring optimal conversion of customers (sales) to buy New connections/ port in/ VAS/ DATA/ Handsets/ Dongles etc. Also retain all potential churns Ability to demonstrate selling skills and objection handling skills
Clear speech/ diction, Ability to articulate and explain well, Good listening skills
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