GM-Acquisition & Resolution Head
Job Description
Vodafone 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.
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Role |
Acquisition & Resolution Head |
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Job Level/ Designation |
M3 |
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Function / Department |
Customer Service |
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Location |
Bangalore |
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Job Purpose |
Responsible for Life cycle management of Prepaid customers. Ensure proper onboarding through efficient activation process, resolve customer complaints and ensure timely and relevant communication and execute retention processes
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Key Result Areas/Accountabilities |
1. Deliver minimum standards on Prepaid Activations and SIMex, while complying to norms 2. Timely resolution of customer complaints 3. Customer Process Management and new process design 4. TERM, Warehouse & Documentation management 5. Improve & maintain onboarding NPS scores 6. Prepaid MNP churn retention
Key Accountabilities : · TERM Scores · Timely complaint resolution · Minimal or no non-conformities in any internal / external audits on Activation process & WH · Support to sales team for DKYC and quicker customer onboarding · Best in market practices to be initiated for continued to Sales & Channel support · Rolling forecast to agency for ensuring manpower availability |
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Core Competencies, Knowledge, Experience |
1. Execution, Seamlessness & Integrity 2. Knowledge of Prepaid & Post Paid customer processes related to Billing, IN, Activation CRM, & Collection models and surround applications for resolving customer complaints & escalations 3. Understanding of Regulatory & TERM guidelines 4. Understanding of Marketing, Sales and Commercial roles and processes for seamless execution
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Must have technical / professional qualifications |
· Graduate/Post Graduate/ MBA with a min 10+ years of experience in various customer service roles · Experience of managing telecom operations |
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership
