Manager - Customer Service

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.

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

VIL is an equal opportunity employer committed to diversifying its workforce.

Role
Regional Account Service Manager

Job Level/ Designation
M1

Function / Department
Enterprise

Location
Kerala

Job Purpose
Account Service Manager is expected to manage the relationship of Large & Key enterprise customers allocated to him/her, anticipate customers' needs proactively and interact with various cross-functional teams to provide them with exemplary service experience.

Responsible for ensuring longevity of relationship with the customer (increase Age on Network and reduce Churn), timely resolution to customers issues and escalations and ensuring permanent fix and proactive churn tracking and retention.

The service manager is to also work towards getting the wallet share of customers' IT and Telecom spend through Upgrades, upselling Enterprise Solution Products, Managed Services, etc.

Key Result Areas/Accountabilities

• Hand Holding of accounts from sales
• Relationship Building and Account servicing
• Visit to corporate accounts as per PJP
• End-to-End Handling of service requests from enterprise clients for company paid connections
• Improve customer experience and deliver on RNPS performance
• Customer Retention & Churn control
• Penetrate digitalization in customer interactions
• Revenue generation through Upselling and cross selling of VIBS products
• Conduct Service improvement activites on field to engage customers
• Engagement activities
• Base and Revenue management
• New initiatives for generating additional business and improving KPIs
• Exploring & Promoting Enterprise Business Solution (Corporate Business Solutions) at accounts

Experience
Core Competencies, Knowledge, Experience
Should have at least 1-2 years of Relationship experience in Telecom/ISP/Banking sector with Corporate/Enterprise Segment customers and good understanding of Telecom technologies.

Desired Behaviours & Alignment

• Good Communication Skills
• Good Business writing skills
• Good Relationship skills for managing customer experience
• Committed to on time response and resolution
• Ability to identify service satisfaction & revenue enhancement opportunities
• Strong Data analytic insights - expected to work with numbers and data to monitor churn metrics, campaign effectiveness and value return metrics
• Strong leadership and change management skills
• Strong understanding of the latest technologies in customer experience
• Strong people skills - ability to build and maintain effective working relationships with team members /peers/seniors along with willingness to set and maintain high standards of performance
• Proficiency in MS Office Tools - MS Excel (preferable)
• Knowledgeable about industry trends and benchmarks

Must Have Technical / Professional Qualifications
Graduate with excellent communication skills. Experience in CS processes and CRM tools will be an added advantage

Vodafone Idea Limited
(formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership