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Complaint Management Advisor



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2-4 Years
a month ago
73 Viewed
0 Applied

Job Description

Job Description

This role is responsible for handling multiple tasks and activities primarily but not limited to handling Complaints raised through trouble tickets.

This role is responsible for resolving customer complaints quickly and efficiently with great attention to details. These complaints are received from various touchpoints i.e., retail stores, call centre, chat, email, and social media should be addressed and resolved within agreed service levels, providing best in class customer experience for each segment, working in coordination with Vodafone technology partners, Product, Frontline Teams, and other stakeholders in the business.

The role also requires responding to escalation emails, do outbound calls for customer resolution, online communication and or reporting as required.


Key accountabilities and decision ownership:

  • Responsible for Trouble Ticket investigation, resolution, and follow-up on all the tickets raised for mobile complaints. (Consumer/Enterprise and Non-Technical Fixed)
  • Ensure that all the investigation and customer interactions relating to the customer complaints are followed and documented in the trouble ticket.
  • Responsible for Monetary/Non-monetary adjustments required as part of customer resolution and getting required approvals from other business stakeholders.
  • Ensure to handle customer complaints with 100% quality and regular follow-ups.
  • Coordinate with all the stakeholders and vendors to maintain, develop and implement customer service policies and procedures for consumer and business customers.
  • Highlight all the issues based on the daily trend which will potentially impact other customers and required urgent fix.
  • Responsible for Escalation calls, offshore complaints management support, billing payment complaints
  • Ensure to handle service request & complaints within the service level agreed with the customer
  • Alignment with Frontline teams and sharing knowledge and information that maybe critical in handling and resolving customer complaints i.e., tickets that can be resolved without a ticket, proper steps to take to prevent an issue.
  • From time to time be required to prepare reports summarizing complaint data for management review

Educational Qualification: Bachelors Degree


  • Previous Call Centre Representative experience
  • Telecom Experience at least 2 years
  • Strong Communication (both verbal & written), Analytics Investigative Skills
  • Good working knowledge of MS Outlook, Excel, Word, PowerPoint
  • In-depth knowledge of customer service principles and practice
Last Updated: 21-06-2024 11:47:16 AM
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