Manager - Acquisition and Resolution

1 month ago

Kolkata, India Vodafone Idea Limited Full time

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.

Job Purpose:

1. Coordinate and Manage closure of all the customers issues referred to the circle from partner team, Response & Resolution PF

2. Execute/coordinate circle specific issues at circle and reduce customer complaints

3. Manage circle specific Regulatory compliances pertaining to CC & BO Operations

4. Drive digital adoptions by the customers

Key Result Areas/Accountabilities:

1. Ensure timely closure of the issues in coordination with other verticals & functions esp Network, mktg, IT escalated from Response & Resolution PF, CoE, CC Analytics

2. Identify the large customer impact issues conduct RCA for circle specific issues and escalate to CoE – proactive resolution for centrally managed issues, Multi circle issues

3. Support IVR local activities, customer communication from time to time

4. Maintain necessary reports and compliance on all regulatory issues relevant to Call Center & Back Office

5. Drive Digital adoption - request fulfilment through Vi Digital Assets

Core Competencies, Knowledge, Experience:

1. Knowledge and Subject matter expertise around customer service processes and systems

2. Excellent analytical skills to identify the process/product gaps and provide resolution

3. Good coordination & Influencing skills

4. 5-7 years of work experience with at least 2 years in telecom domain

Must have technical / professional qualifications:

Graduate with 5-7 years of experience in various roles of customer operations and resolution

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

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