GM - Acquisition & Resolution

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.

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

VIL is an equal opportunity employer committed to diversifying its workforce.

Role

Acquisition & Resolution Head

Function / Department

Customer Service

Location

Delhi

Band

M3

Job Purpose

- Responsible for Life cycle management of Prepaid and Postpaid customers.

- Ensure proper onboarding through efficient activation process, resolve customer complaints and ensure timely and relevant communication and execute retention processes

Key Result Areas/Accountabilities

- Deliver minimum standards on Prepaid Activations and SIMex, while complying to norms

- Timely resolution of customer complaints

- Customer Process Management and new process design

- TERM, Warehouse & Documentation management

- Improve & maintain onboarding NPS scores

- Prepaid MNP churn retention

Core Competencies, Knowledge, Experience

- Knowledge, Experience Execution, Seamlessness & Integrity

- Knowledge of Prepaid & Post Paid customer processes related to Billing, IN, Activation CRM, & Collection models and surround applications for resolving customer complaints & escalations

- Understanding of Regulatory & TERM guidelines

- Understanding of Marketing, Sales and Commercial roles and processes for seamless execution

- 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

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

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Vodafone Idea Limited(formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership

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