Vodafone - Assistant Manager - Service Recovery - Resolutions - Customer Service

Role Purpose:

The position is responsible for handling customer interaction: Requests & enquiries for the customer.

Implement roll out of new processes.

Building efficiency in system through process re engineering and TAT adherence of existing Processes.

Vendor / Service Partner Management.

Focus on reduction in influx, save on cost & reduce manpower.

Key Accountabilities:

Reduction in influx: Responsible for reduction of influx through process changes & automation;

Quality: Monitor quality through TNPS & Service recovery and re poll scores;

Manage request TAT's for consumer customers: To ensure all requests received are processed within TAT and with the desired quality;

Vendor Management: Ensure activities across all processes are done within the defined vendor SLA- s;

Cost effectiveness & manpower rationalization: Provide options to save on cost & reduce manpower through better processes;

Other Skills:

Extremely customer focused.

Excellent in MS Excel and MS Access

Excellent written / oral communications/ presentation/ Interpersonal skills

Excellent analytical skills to handle budgeting, manpower planning, & strategy

Excellent people management skills to handle a team

Target focused and Drive the team to deliver results

Qualification: Graduation/ MBA