15/03 Aarti Sholet
HR at Vodafone Idea

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Vodafone Idea - Customer Service Lead - Fast Track - Postpaid & Prepaid Vertical (10-15 yrs) Premium

Mumbai Job Code: 675974

Role Title : Fast Track : Postpaid & Prepaid Lead

Function : Customer Service

Sub Function/ Vertical/ Department : Service Partner Operations/ Contact Center & Backoffice Planning & Support

Location : Mumbai

Years of Exp : 10-15 years

Job Purpose :

- To create a difference in handling customer escalated issues to Senior Management

- Fast and satisfactory resolutions on issues escalated to senior management of VIL

- Create an opportunity in correcting existing processes and products from customer inputs

Key Accountabilities / Key Result Areas :

- Speedy Resolution to all escalated issues of the customers from senior management

- Consolidated view on all escalated cases to senior management

- Liasoning with all stake holders in providing speedy resolution and keeping a track of same in system

Core Competencies, Knowledge, Experience, Technical / Professional Qualifications :

- Ability to work on MIS

- Sound knowledge of MS-Access/Excel and processes

- Strong analytics capability to integrate multiple data sources and derive inferences.

- Recommendations for correction of system, processes and people

4) Key Performance Indicators

- Timeliness and periodicity adherence of reports and analysis.

- Adherence on TAT for closing customer issues

- Corrections done from inputs gathered from escalations

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