AddressVodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.
Role
Regional Account Service Manager
Job Level/ Designation
M1
Function / Department
Enterprise
Location
Delhi
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 organization’s vision & objectives.
Key Result Areas/Accountabilities
Strategic
- 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.
- Initiate service improvement plans to ensure open issues are addressed, service levels & customer commitments are met. Support service development plans in conjunction with the account team.
- Compliance to standard servicing norms, monitor customer commitments, intervene proactively and act as an escalation point to ensure minimum service level breaches
- Revenue enhancement through service led upsell/ cross-sell measures & campaigns
- Customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn.
- Drive the digital agenda with customers to reduce cost to serve
- To ensure that payments receivables are collected for an identified set of accounts within a defined period for an identified bucket thereby increasing incremental revenue from the existing base.
Core Competencies, Knowledge, Experience
- 5+ years of experience in face to face customer management
- Ability to manage “C” level engagement
- Prior experience in B2B
Must have technical / professional qualifications
- Effective communication & relationship management skills
- Powerful influencing & negotiation skills.
- Strong analytical skills & ability to balance conflicting business & customer interests.
- Experience in handling CS in a B2B environment
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership
