AGM - NSA Service
Vi (Vodafone Idea)
Work from Office
Full Time
Min. 8 yearsJob Description
AGM - NSA 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
National Strategic Account Service
Job Level/ Designation
M2 / NSA Service
Function / Department
Customer Service
Location
Mumbai
Job Purpose
To support & execute the service strategy thereby ensuring benchmark levels of service & collections across the customer life cycle for an identified set of strategic accounts for Mobility & IoT products, to deliver the best in class customer experience, to drive net promoter score, to drive cost optimization via digital aided channels, to proactively & reactively ring fence the customer base, to drive customer engagement programs, C-Levels, lead service improvement / development plans, to enhance revenue by creating stickiness through various CVM campaigns, to drive collections (receivables) through focused proactive & reactive measures, to adopt a consultative approach & use analytics as a means to improve customer experience that can support the organisation’s vision & objectives.
Key Result Areas/Accountabilities
Strategic
Implement the service & collections strategy to deliver differentiated services for an identified set of National Strategic Accounts in order to enhance competitive position in the region
Implement a plan to improve customer experience based on feedback from customer VOC, RNPS scores etc.
Operational
Customer engagement via digital medium, field interactions, formal service reviews & other engagement programs that cater to the customer’s evolving service needs for Mobility & IoT products.
Initiate service improvement plans to ensure open issues are addressed, service levels & customer commitments are met. Support service development plans in conjunction with the account team.
Compliance to standard servicing norms, monitor customer commitments, intervene proactively and act as an escalation point to ensure minimum service level breaches
Revenue enhancement through service led upsell/ cross-sell measures & campaigns
Customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn.
Drive the digital agenda with customers to reduce cost to serve
To ensure that payments receivables are collected for an identified set of National strategic accounts within a defined period for an identified bucket.
Developmental
Continuous training & certification on building capabilities, skills, competencies with specific focus on other LoBs (IoT, Cloud, FLX etc)
Core Competencies, Knowledge, Experience
8+ years of experience in face to face customer management, preferably in managing large base of Mobility & IoT products.
Ability to manage “C” level engagement.
Prior experience in B2B or Telecom B2B
Proven track record in meeting service levels, Collections and NPS targets in different situations
Must have technical/ professional qualifications
Powerful influencing & negotiation skills.
Effective communication & relationship management skills
Proven ability to function within a matrix organization
Strong analytical skills & ability to balance conflicting business & customer interests.
Experience in handling CS and Collections in a B2B environment
Educational Qualifications:
University Degree along with technical qualifications or equivalent. MBA is a plus.
ITIL Certification on Foundation, Service Operations.
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership
Job role
Job requirements
About company
Similar jobs you can apply for
Telecalling / BPO / Telesales
Email And Chat Support Executive
Shree Samarth InfotechWork from OfficeFull TimeMin. 6 months
Good (Intermediate / Advanced) EnglishClient Servicing Executive
Vishwas Trading ConsultancyWork from OfficeFull TimeMin. 1 yearGood (Intermediate / Advanced) EnglishTelesales Executive
Maharashtra EnterprisesWork from OfficeFull TimeAny experienceBasic English
Sales & Marketing Executive
Amigo ImpexWork from OfficeFull TimeAny experienceBasic English
Medical Representative (MR)
D-Smart CBCT
Field JobFull TimeAny experienceBasic English
International Voice Process Agent
Tech Mahindra LtdWork from OfficeFull Time
Night ShiftMin. 6 monthsGood (Intermediate / Advanced) EnglishYou can expect a minimum salary of 0 INR. The salary offered will depend on your skills, experience and performance in the interview.
The candidate should have completed the required education and people who have 8 to 31 years are eligible to apply for this job. You can apply for more jobs in Mumbai/Bombay to get hired quickly.
The candidate should have sound communication skills and sound communication skills for this job.
Both Male and Female candidates can apply for this job.
No, it's not a work from home job and can't be done online. You can explore and apply for other work from home jobs in Mumbai/Bombay at apna.
No work-related deposit needs to be made during your employment with the company.
Go to the apna app and apply for this job. Click on the apply button and call HR directly to schedule your interview.
The last date to apply for this job is . For more details, download apna app and find Full Time jobs in Mumbai/Bombay . Through apna, you can find jobs in 64 cities across India. Join NOW!