Field Executive
4 weeks ago
Vodafone Idea Limited is a leading telecom service provider in India, offering pan-India voice and data services across 2G, 3G, and 4G platforms. The company is committed to delivering delightful customer experiences and contributing to the creation of a truly 'Digital India' by enabling millions of citizens to connect and build a better tomorrow.
Role
Field Executive - Retention & Collections
Function / Department
Customer Service
Location
Chandigarh
Band
M1
Job Purpose
- Drive assigned retention & collection agencies for delivery of KPIs.
- Ensure SLA delivery with complete adherence to Code of Conduct.
- The job involves driving agencies for retention, collection, provision roll back, and involuntary churn and delivering targets.
- Regular visits to agencies and field on a regular basis to review performance and other SLAs and ensure productivity enhancement.
Key Result Areas/Accountabilities
- Drive assigned retention & collection agencies for delivery of KPIs.
- Ensure SLA delivery with complete adherence to Code of Conduct.
- Develop and plan infrastructure at agency as per allocation and forecast.
- Ensure all reports and feedbacks are well maintained at the agencies and utilized for taking subsequent action in portfolio.
- Have a strong governance process for retained cases, field visit, receipt book audits, I cards register, cash register, COC, and HSW.
- Regular field visit with/without field agent for audit/recovery purpose.
- Engage in development and implementation of various training/coaching programs of team members.
Core Competencies, Knowledge, Experience
- Strong negotiation skills and communication skills.
- Exposure to customer retention & collection role.
- 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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