Vodafone Idea Limited
Job Description
Role
Team Member – Response and Resolution Process factory
Job Level/ Designation
M2 / AGM
Function / Department
Corp SPO – Response & Resolution Process Factory / Customer Service
Location
Ahmedabad
Job Purpose
As a Corp centralized Customer Service team member act as the backbone for a group of circles as well as Corp centralized Customer Service teams.
Provide high-quality customer service and resolution support across multiple touchpoints, ensuring timely and effective issue resolution, and contributing to process improvements and automation initiatives.
Key Result Areas/Accountabilities
1. National Escalation Management
Ensure structured documentation of new issue types and get rapid resolution.
Provide 24×7 response for high impact and sensitive cases/issues reported to minimize the impact.
Ensure first time empowerment at frontline is in use while ensuring timely upward escalation of complex cases.
Support CBO and Circle teams to ensure priority closures and adherence to defined TATs.
Have Ownership of closure of breakpoints and recommendations picked up with end to end deployed with impact the same has on
Business & CXX.
2. Proactive Resolution & Complaint Prevention
Do Predictive analysis to identify emerging complaint trends and arrest issues before scale up.
Ensure to reduce BAU complaints, repeat complaints and non- network complaints per ‘000 subscribers.
Drive permanent fixes through structured RCA and cross functional corrective action plans making effective use of the define escalation management matrix.
3. Digital First & Assisted Load Reduction
Drive diversion to self-help and digital platforms to reduce assisted interaction volumes for issues / queries.
Collaborate with Digital, Marketing and Product teams to simplify journeys and promote omni channel resolution.
Design initiatives that eradicate avoidable calls through journey fixes, product and process simplification and proactive communication.
Ensure seamless omni channel experience with unified complaint visibility across touchpoints.
4. Quality of Resolution & Customer Experience
Ensure timely closure within defined service levels across Back Office, Live Chat, Social media etc.
Improve First Time Resolution, Quality of Interaction and repeat issue metrics.
Link complaint resolution performance with NPS, Cost, revenues and CXX outcomes.
Ensure zero recurrence through preventive and automation driven interventions.
5. Regulatory & Compliance Governance
Maintain circle wise compliance dashboards and issues for monthly reviews.
Ensure zero penalties across regulatory KPIs through disciplined governance.
Core Competencies, Knowledge, Experience
5-7 years of experience in customer service or related field
Strong communication and problem-solving skills
Familiarity with CRM systems and customer service software
Ability to work in a fast-paced environment and adapt to changing priorities
Graduate / Post Graduate degree in a related field
Must have technical / professional qualifications
Graduate / Post Graduate with minimum 5-7 years of progressive experience in Customer Service, Escalation or Resolution roles.
Good knowledge of telecom processes, systems and complaint management platforms.
Exposure to CRM systems, digital tools, automation platforms and analytics dashboards.
Strong executive communication capability with experience presenting to senior leadership forums.
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership
Source: Company Career page
To apply for this job please visit careers.vodafoneidea.com.