Role purpose:
To manage and implement the service strategyamongst VBS/SME customers in the territory allocated and attain high level of customer satisfaction through implementation of Customer engagement programs and retention initiatives through the territory channel partner,whilst complying with agreed budget, timescales and agreed policy guidelines as also with all regulatory norms
Key accountabilities and decision ownership:
Revenue Management
- Plan implementation of Vodafone service strategies to deliver differentiated services to VBS segment in order to enhance competitive position in the territory and accounts allocated
- Innovate and bring appropriate changes in service delivery depending on market realities and demands
Business Development
- Manage complaints from Customers within an agreed SLA
- Responsible for field service management in the accounts through a channel team of Tele services and field service
- Drive customer retention & comply with customer credit policies
- Engage in formal service reviews with the channel partner and customer forums and provide feedbacks on evolving services needs
- Set goals and targets for the channel partner service teams, in consultation with the Circle Service Manager and will monitor the performance of the teams on a regular basis
- Responsible for service communication for the SME customers handled in the allocated territory
Process management
- Customer satisfaction score of >75
- Reduction in complaints/sub
- Manage churn at 1.5%
People Management
- Channel team development and motivation
- Help Deliver gross net through sales team
- Develop internal teams and vendorsHSW Compliance
- Ensure that the HSW norms are adhered to
Core competencies, knowledge and experience:
Critical Success Factors
- Knowledge on Telecom technologies & solutions
- Knowledge of customer service and Field Service Management
- Strong operational relation building capabilities both internal and external
- Builds Strategic Relationships & Organizational Agility
- Strong Interpersonal and communication skills
Threshold Functional Competencies
- Product, Service and Technology Knowledge – Enterprise
- Putting Customer first-Customer centric attitude
- Managing changing environment
- Relationship Building approach
- Service Orientation
- Results driven
Differentiating Functional Competencies
- Strong Commercial, Analytical & conceptual skills
- Strong Implementation mind set
- Strong service management acumen
Experience
- 4-7years
- A proven track record in customer service management, preferably in a variety of situations so as to be able to draw upon a breadth of experience when making decisions
- Service Management Experience
Key performance indicators
- Complaints<0.5%
- Collections >97%
- Churn%-1.7% of sub base(no’s) and revenue churn 2%
- Service Desks-15/month
- Self Service penetration.75%,Self-service usage>75%
- 20account visits per week
- C-sat>4
- Service escalations<2 escalations per SM
- One customer engagement program per quarter
- VF Way Adherence Score Aligned to norms defined from time to time.
Must have technical / professional qualifications:
- Essential : Graduation
- Desired : full – time post – graduation in business management/MBA
Budget owned:
Financial(Limits / Mandates Etc.)
- Responsible for reduction of Churn & complaints per sub
- Responsible for Customer life cycle management of a COCP connections as well as IOIP users
Non – Financial
- Delivery of agreed SLA’s to the corporate
- Strong focus on Service delivery in the Corporate
- Responsible for achieving CDI of
If interested please share your profiles to mailto:prabhakar@crystalconsultants.in
Thanks & Regards,
David Prabhakar
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Crystal Consultants
( +91 (40) 40038252 | +91 98491 68034
PLOT NOT 85, P&T COLONY, BEHIND OXYGEN HOSPITAL,VIKRAMPURI,
NEAR SECUNDRABAD CLUB, SECUNDRABAD-500009
