Current Openings
What we do
3 India is a part of Hutchison Whampoa Ltd. We are a voice based contact centre company that provides end-to-end CRM solutions to the customers of 3 in Australia, the UK and Ireland. Teams of multi-skilled customer service professionals interact with customers helping them to discover and use their 3rd Generation enabled ‘3’ phones and services.
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Australia
There are five main departments in the Australian CRM Operations:
1. 3 Care:- This is the department that is the first point of contact for the non business customers. This team is equipped with the knowledge of billing, handset and network related information.
- To work in this department you need to be patient and should be able to put yourself in the customer’s shoes, besides having a basic understanding of billing and handsets. - 2. Technical and IMAD (India Modem And Data Support):
- As the name suggests, this department looks after all Technical queries related to handsets, data cards and network.
- To work in this department one needs to have technical exposure.
- 3. Customer support:
- The Customer support team works with the marketing team in Vodafone Australia and also the retailers based in Australia.
- They assist the customers with activation, data verifications and timely deliveries of handsets. - 4. Collections:
- In Collections we help customers pay their bills by offering them solutions that make paying their bills really simple.
- Not just that, we also double up as a team that offers new products to our existing customers that makes the job even more interesting. ‘Collections’ has both inbound and outbound processes. - 5. Retentions:
The retention department comprises Consumer Upgrades, Priority Care Inbound and Priority Care Outbound teams. The roles played by each of them are as follows:
- The consumer Upgrades: Responsible for retaining customers by extending their contracts through Handset upgrades as per VHA guidelines.
- The Priority Care Inbound: Manages high value customers with the primary focus of retaining them.
- The Priority Care Outbound: Pre-empts handset and tariff plan related issues and solves them proactively leading to customer retention. -
UK & Ireland
There are seven main departments in the UK & Ireland CRM Operations: - 1. Channel Support
- - The Retail Support team works in conjunction with the Three stores.
- - This makes life very simple and easy for customers and store representatives alike
- 2. Post Sales
- This team is responsible for the quick turnaround of the verification process leading to a faster activation of mobile services and number porting (using the same mobile number ported from a different network in HGS). - 3. Customer Care
- To enhance the customer experience, specific departments like PostPay, Billing and Technical have been allocated to manage various customer queries. The roles played by each of them are as follows:
- The PostPay team manages the queries & complaints section apart from looking after the service change requests and delivery enquiries.
- The Billing team manages the bills related queries.
- The Technical Support team handles the mobile faults, SIM card concerns, Broadband and network related issues. - 4. Value Added Services (VAS)
- The value added services provided by 3 are second to none for which we have dedicated teams supporting the sales of lucrative Value Added Services to our customers. - 5. Collections
- The Collections team enables customers to pay their overdue bills. - 6. Customer Retention
- The Retention team manages the task of retaining those customers who either want to cancel the contracts or want an upgrade on their existing services.
- This team is empowered to offer handset upgrades and contract renewal as part of the deal to retain customers.
