Customer Retention

3 weeks ago


Mohali, Punjab, India Vodafone Idea Limited Full time

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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