Job Description
Key accountabilities and decision ownership [max 5]:
Strategic Implement the service & collections strategy to deliver differentiated services for an identified set of strategic accounts in order to enhance competitive position in the region Implement a plan to improve customer experience based on feedback based on customer VOC, RNPS, C-SAT scores etc. Act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands.
Operational Customer engagement via digital medium, field interactions, formal service reviews, other engagement programsthat cater to the customer’s evolving service needs. Initiate service improvement plans to ensure open issues are addressed, service levels & customer commitments are met. Support service development plans in conjunction with the account team. Compliance to standard servicing norms, monitor customer commitments, intervene proactively and act as an escalation point to ensure minimum service level breaches Revenue enhancement through service led upsell/ cross-sell measures & campaigns Customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn. Drive the digital agenda with customers to reduce cost to serve To ensure that payments receivables are collected for an identified set of accounts within a defined period for an identified bucket thereby increasing incremental revenue from the existing base.
Developmental Continuous training & certification on building capabilities, skills, competencies with specific focus on other LoBs (IoT, Cloud, FLX etc)
Key performance indicators [max 3]: 1) VIBS RNPS, CSAT& Key national programs 2) Operational KPI’s for customer engagement - service management, incident and escalation management. 3) Digital drive & self-service adoption resulting in cost optimization & reduced cost to serve 4) Customer Retention management, Revenue enhancement, Collections (identified receivables bucket)
Core competencies, knowledge and experience [max 5]: 3 to 5+ years of experience in face to face customer management. Ability to manage “C” level engagement. Prior experience in B2B or Telecom B2B
Mu st have technical / professional qu alifications: Desired Competencies/ Skills Powerful influencing & negotiation skills. Effective communication & relationship management skills Proven ability to function within a matrix organization
Strong analytical skills & ability to balance conflicting business & customer interests. Experience in handling CS in a B2B environment
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership