AGM - Response & Resolution

AGM - Response & Resolution

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

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 24x7 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