About Vodafone Idea limited

The Birla Group and the Vodafone Group have partnered which result in the formation of Vodafone Idea Limited. It is the best telecom service provider in India. On 2G, 3G, and 4G platforms, the corporate offers voice and information services throughout India. The company is dedicated to providing wonderful customer experiences and contributing to the creation of a truly "Digital India" by enabling millions of citizens to connect and forge a better future with the large spectrum portfolio to support the growing demand for data and voice. The corporate is building infrastructure to roll out newer, smarter technologies, making ready retail and enterprise customers for the long term with the latest offerings that are simply accessible through a range of digital channels and have a big physical presence. In India, the corporate is listed on each the urban center stock market (BSE) and therefore the National stock market (NSE).

Job Objective

To deliver the best in class customer experience, to drive net promoter score and CSAT index across segments, to drive cost optimization via digitally assisted channels, and to proactively and reactively ring-fence the customer base. To support and execute the service strategy to ensure benchmark levels of service & collections across the customer life cycle for an identified set of strategic accounts across all segments, to lead service improvement/development plans, drive collections (receivables) through targeted proactive & reactive measures, adopt a consultative approach, and use analytics as a way to improve customer experience that can support the organization's vision & objectives. Revenue can be increased by creating stickiness through various CVM campaigns.

Key result areas and Accountabilities

Strategic

• Implement an inspiration to enhance client expertise supported feedback supported client VOC, RNPS, C-SAT scores, etc.
• To deliver differentiated services for the associate known cluster of strategic accounts to boost competitive position within the region.
•  Innovate and make the necessary changes in service delivery based on the needs and realities of the market.

Operational

• Digital customer engagement, in-person interactions, formal service reviews, and other engagement programs that take into account the customer's changing service requirements.

• Launch service improvement plans to make sure that unresolved problems are resolved, service standards are met, and customer commitments are kept. Work with the account team to support service development plans.

• Adherence to standard servicing norms, monitoring of customer commitments, proactive intervention, and serving as an escalation point for breaches of the minimum service level.

• Increasing revenue through campaigns and measures for upselling and cross-selling services.

• Customer retention through targeted preventative and corrective actions to reduce the value, involuntary, and voluntary churn.

• Encourage customers to drive the digital agenda to cut service costs.

• To guarantee that receivable payments for a specified group of accounts are collected within a specified time frame for a specified bucket, increasing additional revenue from the existing base.

Core skills, knowledge, and experience

• 5+ years of experience managing face-to-face interactions with customers

• Has some experience managing "C" level engagement.

Technical and Professional Requirements

• Skill in managing relationships and effective communication

• Effective negotiation and persuasion skills.

• Ability to successfully balance competing business and customer interests.

Apply here

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