Customer Retention Lead

2 weeks ago


Guwahati, Assam, India Vodafone Idea Limited Full time

Vodafone Idea Limited, a leading telecom service provider, is seeking an experienced Customer Retention Lead to drive its pan-India operations. With a strong focus on delivering delightful customer experiences, the company is committed to creating a truly 'Digital India' by enabling millions of citizens to connect and build a better tomorrow.

Job Overview

The Customer Retention Lead will be responsible for driving assigned retention and collection agencies to deliver Key Performance Indicators (KPIs). This includes ensuring Service Level Agreement (SLA) delivery with complete adherence to the company's Code of Conduct.

Key Responsibilities

  • Drive assigned retention and collection agencies to deliver KPIs.
  • Ensure SLA delivery with complete adherence to the company's Code of Conduct.
  • Develop and plan infrastructure at agencies as per allocation and forecast.
  • Ensure all reports and feedbacks are well-maintained at the agencies and utilized for taking subsequent action in the portfolio.
  • Implement a strong governance process for retained cases, field visits, receipt book audits, I-cards register, cash register, Code of Conduct, and Health, Safety, and Well-being (HSW).
  • Conduct regular field visits with/without field agents for audit/recovery purposes.
  • Develop and implement training/coaching programs for team members.

Requirements

  • Strong negotiation and communication skills.
  • Experience in customer retention and collection roles.
  • Analytical skills.
  • Good process/systems knowledge/experience.
  • Presentation skills.

Education and Qualifications

  • Graduate/PG in any field.
  • Good communication skills.
  • MS Office and presentation skills.

Estimated Salary Range

₹35,00,000 - ₹50,00,000 per annum, depending on experience and qualifications.

Location

Guwahati, ANE Circle.

About Vodafone Idea Limited

Vodafone Idea Limited (formerly Idea Cellular Limited) is a leading telecom service provider in India, partnered with the Aditya Birla Group and Vodafone. The company is listed on the National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.


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