Recovery Executive

Job Description: Recovery Advisor

Role OverviewThe Recovery Advisor plays a critical role in the customer offboarding journey for Airtel’s BB (FWA/FTTH) and TV (DTH/IPTV) services. This position is responsible for ensuring the recovery of communication devices issued to customers, particularly customers with Permanent Disconnection (PD). The Recovery Advisor will act as the primary point of contact for asset retrieval, ensuring compliance with organizational standards and contributing to efficient asset management.

Key Responsibilities·      Initiate contact with customers to arrange the recovery of pending communication devices post Permanent Disconnection.

·      Coordinate and fix recovery time slots with customers, ensuring timely and professional engagement.

·      Visit customer locations to collect assets, verify the devices and ensure proper update on AW.

·      Submit all recovered assets to the designated store promptly and accurately.

·      Update recovery status and asset details using the AW-App in real time.

·      Follow all safety protocols, especially when riding a bike for field visits.

·      Adhere strictly to scheduled time slots and achieve assigned recovery targets.

Required Skills and Qualifications·      Proven experience in field work and coordination.

·      Proficiency in using digital tools and applications (e.g., AW-App).

·      Communication and interpersonal skills, with the ability to handle escalation and conflict scenarios professionally.

·      Demonstrated commitment to safety compliance and organizational standards during field operations.

·      Must possess a valid driver’s license and own a bike for travel and smartphone capable of running the AW-App.

·      Willingness to travel as required and work, including handling crisis situations.

·      Adaptability to manage exceptional scenarios and resolve conflicts effectively.

Additional Expectations·      Always maintain a high level of professionalism and customer service.

·      Ensure accurate and timely updates of all activities and Asset recoveries.

·      Meet or exceed established recovery targets and contribute to overall team success.