Agm - Response & Resolution

5 days ago

Mumbai, India Vodafone Idea Full time

Job Req ID: 39707- Location: Mumbai, IN- Function: Other- About:

- Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

Role

Response & Resolution Process Factory - FastTrack team member

Function / Department

Customer Service - Corporate / Service Partner Operations

Location

Mumbai

Job Purpose

1. Provide timely and accurate end to end Resolution escalated through fastrack with the help of circle & functional teams

2. Identify the root cause and get the process corrections made

3. Work as a team to provide resolution to customers based on the urgency, non-working hours

4. Timely and Quality closure of customer issues raised through Regulatory Agencies

5. Support Circle teams in handling the regulatory agencies

Key Result Areas/Accountabilities

1. Provide timely and accurate end to end Resolution - TAT compliance

2. Quality of Resolution: Repeat escalation, TNPS scores

3. Identify the root cause and get the process corrections made - No. of RCAs

4. Timely and Quality closure of customer issues raised through Regulatory Agencies : TAT compliance

5. Support Circle teams in handling the regulatory agencies: timely report generation

Core Competencies, Knowledge, Experience

1. Knowledge and Subject Matter Expertise around VIL processes, and systems

2. Operational experience with one or more channels of like call centre, back office, retention

Must have technical / professional qualifications

Graduate with 7-10 years of work experience with 3-4 years in telecom.

Good interpersonal skills and communication skills

Good Analytical skills, Good team player

Who can Apply

Corporate & Circle colleagues currently handling Response & Resolution are eligible.

**Vodafone Idea Limited** (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership

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