Vodafone - Enterprise Service Manager - Customer Management

Enterprise Service Manager - Customer Management

Essence of Role - Key Accountabilities :

Customer Responsibilities :

- Retentions & Relations

- Customer Engagement

- Cross sell & Revenue enhancement

- People management & retention

- Mainly a Field Job supervising a team and directly interacting in case of escalations.

- Adherence & implementation of new processes

Relations Job requires a lot of interactions and communication with both internal & external customers like:

- Corporates who are our Customers

- Internal Departments

- Outsourced Vendors

- Outsourced Employees

Decision Making :

- Role involves 60% following of the laid procedures and 40 % deviating and taking decisions which may or may not be correct.

- Individual has to take responsibility of a decision going wrong for oneself and the team.

Judgment - There is comprehensive guideline - procedure for this role.

- Requires a lot of deviation from normal laid down procedures to ensure end to end customer satisfaction.

- Since it involves people management both for on-role as well as off-role employees, understanding of issues and judgment on common sense & instinct plays a vital role.

- Bachelor's Degree

- Master's Degree

- Relevant experience in customer facing profile since this is a sensitive role where it is important to ensure customers are dealt with in a professional manner with maturity

- Effective Communication and negotiation skills

- Good Presentation skills

- People management skills