Vodafone - Assistant/Deputy Manager - VBS - Service

VBS -SERVICE (Assistant Manager / DM)

Request & Complaint Closures within TAT :

- Accountability towards ensuring closure of all Service Requests within specified TAT by coordinating with various teams and ensuring Resolution Close looping to the Customers

- Handling queries regarding Fixedline, Internet Leaseline

Churn Management :

- Accountability towards ensuring Voluntary Churn is handled as per the process. Coordinating with Circle R&R team to ensure Retentions process is adhered and ensuring Churn % is as per Circle DB

Planning & Performance Reporting :

- To work on CS Budget projections for circle by taking inputs from various sources & monitor budget utilization. Also to provide periodic MIS pertaining to various CS metrics measured at circle / central team

Process Improvement Inputs :

- Accountability to provide inputs to process team on identified gaps in customer impacting process from voice of customer & driving teams to correct process flaws & implement changes