Customer Retention
4 days ago
Vodafone Idea Limited is a leading telecom service provider in India, partnered with the Aditya Birla Group and Vodafone Group. The company offers pan-India voice and data services across 2G, 3G, and 4G platforms, with a large spectrum portfolio to support growing demand for data and voice services.
Role
Field Executive – Retentions & Collections
Function / Department
Customer Service
Location
India
Band
M1
Job Purpose
- Drive assigned Retention & collection agencies to deliver key performance indicators (KPIs).
- Ensure Service Level Agreement (SLA) delivery with complete adherence to Code of Conduct.
- The job involves driving agencies for Retention, Collection, Provision rollback, and Involuntary churn, and delivering targets.
- Regular visits to agencies and field locations are required to review performance and other SLAs, ensuring productivity enhancement.
Key Result Areas/Accountabilities
- Drive assigned Retention & Collection agencies to deliver KPIs.
- Ensure SLA delivery with complete adherence to Code of Conduct.
- Develop and plan infrastructure at agencies as per allocation and forecast.
- Ensure all reports and feedbacks are well-maintained at agencies and utilized for taking subsequent action in the portfolio.
- Have a strong governance process for Retained cases, Field visits, receipt book audits, I cards register, Cash register, COC, and HSW.
- Regular field visits with/without field agents for audit/recovery purposes.
- Engage in development and implementation of various training/coaching programs for team members.
Core Competencies, Knowledge, Experience
- Strong negotiation and communication skills.
- Exposure to customer retention & collection roles.
- Analytical skills.
- Good process/systems knowledge/experience.
- Presentation skills.
Must have technical/professional qualifications
- Graduate, MBA preferred.
- English and local market language.
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership
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