Vodafone Idea - Service Manager

Service Manager

- The role holder is responsible for delivering differentiated service to the list of business customers.

- The incumbent will be responsible to develop and plan service strategies to enhance the competitive position.

- The primary focus will be to manage complaints from customers within an agreed SLA.

- The incumbent also be responsible for service management in the account.

- (S)He would own the responsibility for customer retention & jointly own customer credit policies along with the collections team.

- The role holder has to constantly be in touch with key customers through formal service reviews and customer forums.(S)he needs to be aware of evolving service needs.

- The incumbent will be required to be in constant touch with all corporate customer contact points and provide structured feedback.

- The incumbent would need to establish and maintain relationships with peers from Customer Service, Finance, and Consumer Marketing & IT. S(He) should be self motivating and goal oriented.

- The incumbent would need to innovate and bring appropriate changes depending on market realities and demands. He/She would be required to provide solutions to the customers on various matters pertaining to their service needs.

- The role requires in-depth knowledge of customer service, preferably in a Telecom setup.

- He should be knowledgeable on technology products in a B2B environment. It is preferable that the role holder has some experience with project management. He/She should have analytical skillset to establish trends followed by forecasting on Business Parameters.

- The role holder is responsible for service communication for the business services group.