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HR at Vodafone Idea

Last Login: 12 March 2021

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Job Code

891473

Vodafone Idea - Manager - Regional Account Service

3 - 4 Years.Kolkata
Posted 3 years ago
Posted 3 years ago

Regional Account Service Manager

Function / Department - Enterprise(customer Service)

Location - WBK

Job Purpose : 

- To support & execute the service strategy thereby ensuring benchmark levels of service & collections across the customer life cycle for an identified set of strategic accounts across all segments, to deliver the best in class customer experience, to drive net promoter score and CSAT index across segments,, to drive cost optimization via digital aided channels, to proactively & reactively ring fence the customer base, to drive customer engagement programs, lead service improvement / development plans, to enhance revenue by creating stickiness through various CVM campaigns, to drive collections (receivables) through focused proactive & reactive measures, to adopt a consultative approach & use analytics as a means to improve customer experience that can support the organisation's vision & objectives.

Core Competencies, Knowledge, Experience:

- Strategicv 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 programs that cater to the customer's evolving service needs. v

- Initiate service improvement plans to ensure open issues are addressed, service levels & customer commitments are met.

Must have technical / professional qualifications : 

- University Degree / MBA along with technical qualifications or equivalent ITIL Certification on Foundation, Service Operations

- Ability to manage - C- level engagement.v Prior experience in B2B or Telecom B2B

- Powerful influencing & negotiation skills.v Effective communication & relationship management skills

- Proven ability to function within a matrix organization

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Posted By

user_img

HR

HR at Vodafone Idea

Last Login: 12 March 2021

289

JOB VIEWS

73

APPLICATIONS

0

RECRUITER ACTIONS

Posted in

BPO

Job Code

891473

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