Regional Account Service Manager
1 week ago
Role Summary
Vodafone Idea Limited is seeking a Regional Account Service Manager to ensure benchmark levels of service across the customer life cycle for enterprise accounts. The ideal candidate will have 5+ years of experience in leading a customer service team and a proven track record in meeting service levels and RNPS targets.
Key Responsibilities
- Monitor customer commitments across products and intervene proactively to ensure minimum service level breaches.
- Build a strong feedback mechanism through continuous engagement with stakeholders and accounts.
- Conduct C-SAT on quality parameters and process.
- Revenue enhancement via customer retention through focused proactive and reactive measures to control Voluntary, Involuntary, and Value churn. Upsell/cross-sell to enhance account revenue.
- Drive automation and digital agenda with customers to reduce cost to serve.
Requirements
- University Degree in Business preferably with technical qualifications, or equivalent qualification.
- Powerful influencing/negotiation skills, effective communication and relationship management skills, and proven ability to function within a matrix organization.
- Strong analytical skills and ability to balance conflicting business and customer interests.
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