Collection Specialist

Vodafone Idea Limited; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Vodafone Idea Limited is seeking a Regional Account Service Manager to ensure benchmark service levels across enterprise accounts and engage with C-level stakeholders. You will lead a customer service team, drive retention, and push digital initiatives to improve experience.

Role requires 5+ years in customer service leadership, strong communication, negotiation, and analytical skills, and Telecom B2B experience. Based in MAH/ Pune region, reporting to the Hiring Manager.

Qualifications

• Five+ years of experience leading a customer service team in a enterprise/B2B setting.
• Proven track record meeting service levels and RNPS targets.
• Experience in B2B or Telecom B2B environments.

Responsibilities

• Ensure benchmark service levels across customer lifecycle for enterprise accounts.
• Engage with C-suite stakeholders and drive customer engagement programs.
• Monitor commitments; proactively intervene to prevent service breaches.
• Drive revenue retention via proactive/reactive measures; upsell/cross-sell.
• Collaborate to drive automation and digital initiatives to reduce cost to serve.

Skills

Leadership

Customer service

Influencing/Negotiation

Analytical skills

Communication

Education

University Degree in Business/Technical qualification

Job description

Role

Regional Account Service Manager

Job Level/ Designation

M1

Function / Department

Enterprise

Location

MAH

Hiring Manager

Pratap Bharati

Job Purpose

Ensuring benchmark levels of service across the customer life cycle for enterprise accounts, to proactively & reactively ring fence the customer base, to adopt a consultative approach & use analytics / digital as a means to improve customer experience, to engage with C- level, drive customer engagement programs & deliver on service improvement / development plans to enhance customer satisfaction index across enterprise products

Key Result Areas/Accountabilities

• Compliance to standard norms, monitor customer commitments across products, intervene proactively and act as an touch point to ensure minimum service level breaches
• Build a strong feedback mechanism through continuous engagement with stakeholders and accounts to review account performance,
• Conduct C-SAT on quality parameters & process
• Revenue enhancement via customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn. Upsell/ cross-sell to enhance account revenue.
• Drive automation & digital agenda with customers to reduce cost to serve

Core Competencies, Knowledge, Experience

• 5+ years of experience in leading a customer service team with exposure to service delivery and assurance.
• Experience in managing customer facing roles for a reputed organization with a proven track record in meeting service levels and RNPS targets
• Prior experience in B2B or Telecom B2B

Must have technical / professional qualifications

• University Degree in Business preferably with technical qualifications, or equivalent qualification
• Powerful influencing/ negotiation skills, effective communication & relationship management skills and proven ability to function within a matrix organization
• Strong analytical skills & ability to balance conflicting business & customer interests.
• Experience in handling CS in a B2B environment
• Experience in handling Mobility & IoT Service Support