Vodafone - Manager - Customer Service

Role Purpose

- Heading the zonal customer service operations across Retentions & Relations, Activations, Service Quality & M Pesa

Retention & Relations

- Custodian of Post paid base- Enterprise, Individual, Retail, across segments

- Achieve target retention for high-end customers by managing customer relationships through the entire customer lifecycle (proactive retention)

- Conduct various customer engagement activities to resolve any issues

- Deliver CSAT targets across segments

Activations

- Activations- Pre & Post, M Pesa , TATs, HUB operations, service provisioning

- Above to be done with help of Customer service operations team- BCSG, Activation Officers

Retail Service & Quality

- Upholding Vodafone way in every customer interaction @ retail touch point- VS, VMS & ADVMS

- Support Retail in negating issues across infra, branding & service to ensure seamless customer experience

Financial (Limits / Mandates etc.)

- Managing within budget various customer experience- internal (cross functional) & external.

Non Financial

- Managing employee engagement and ensuring minimal attrition

- Process improvements leading to higher customer retention

- Building relations with key set of customers and garnering maximum knowledge of customer needs

Typical Outputs

- Competitive TAT on activations

- CSAT- Trade, Customer & Employee

- Reduced revenue leakage- Churn Control

- Team motivation

Desired Skills and Experience

- 7-9 Years of experience

- Business & process understanding

- Leadership & people management skills