HR at Vodafone Idea
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Vodafone Idea - Service Manager (3-7 yrs)
Role - Service Manager
Location - Mumbai
Job Purpose :
To ensure execution of the service strategy thereby ensuring benchmark levels of service across the customer life cycle for enterprise accounts, to proactively & reactively ring fence the customer base, to adopt a consultative approach & use analytics / digital as a means to improve customer experience, to engage with C- level, drive customer engagement programs & deliver on service improvement / development plans to enhance customer satisfaction index across enterprise products
Key Result Areas/Accountabilities :
- Churn & Revenue Management : Customer retention - Ring fence Sub base & Value churn, Revenue enhancement - Upsell / Cross-sell & Cost optimization - Reduce cost to serve
- Customer engagement - Field service management, Incident management, Escalation management & Management reporting
- Drive customer first agenda - RNPS, NPS & CSAT, Digital drive and self-service adoption
Core Competencies, Knowledge, Experience :
- Powerful influencing/ negotiation skills, effective communication & relationship management skills and proven ability to function within a matrix organization
- Strong analytical skills & ability to balance conflicting business & customer interests.
- Experience in handling CS in a B2B environment
- Experience in handling Mobility & IoT Service Support
Must have technical / professional qualifications - Experience in related domain/industry
Desired: MBA from a reputed Institute
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