Vodafone - SME Field Service Manager

Role Purpose:

Managing channel partners to deliver best-in-class customer service and building relationships through maximizing customer delight as well as resolving issues.

Key Accountabilities:

Customer Service Delivery-

1. Deliver best-in-class customer service to SMEs and attain customer satisfaction for SME clients.

Retention & Relation-

2. Deliver maximum customer retention and achieve retention/churn targets for SMEs by managing customer relationships through the entire customer lifecycle.

3. Conduct various customer engagement activities to understand customer needs and endeavor to bridge the gap between expectations and offerings.

Partner Management-

4. Selection of channel partners, and channel service executives and identify training need to correct gaps and improve productivity.

5. Ensure adherence to stipulated metrics (no. of visits, service calls), and escalations of customer issues for timely resolution.

Key Requirements:

6. M.B.A is desirable.

7. 2-4 years of experience in Customer Service/ Support /Relationship Management/Channel Partner Management.