Job Description

Job Req ID: 47780
Location:
Lucknow, 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.




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.






GM - Acquisition & Resolution Head

Job Level/ Designation

M3

Function / Department

Customer Service

Location

Lucknow

Job Purpose

Responsible for Life cycle management of Prepaid customers.



Ensure proper onboarding through efficient activation process, resolve customer complaints and ensure timely and relevant communication and execute retention processes

Key Result Areas/Accountabilities

1. Deliver minimum standards on Prepaid Activations and SIMex, while complying to norms



2. Timely resolution of customer complaints



3. Customer Process Management and new process design



4. TERM, Warehouse & Documentation management



5. Improve & maintain onboarding NPS scores



6. Prepaid MNP churn retention





Key Accountabilities :


TERM Scores

Timely complaint resolution

Minimal or no non-conformities in any internal / external audits on Activation process & WH

Support to sales team for DKYC and quicker customer onboarding

Best in market practices to be initiated for continued to Sales & Channel support

Rolling forecast to agency for ensuring manpower availability

Core Competencies, Knowledge, Experience

1. Execution, Seamlessness & Integrity



2. Knowledge of Prepaid & Post Paid customer processes related to Billing, IN, Activation CRM, & Collection models and surround applications for resolving customer complaints & escalations



3. Understanding of Regulatory & TERM guidelines



4. Understanding of Marketing, Sales and Commercial roles and processes for seamless execution

Must have technical / professional qualifications

Graduate/Post Graduate/ MBA with a min 10+ years of experience in various customer service roles

Experience of managing telecom operations

Vodafone Idea Limited

(formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership