AGM – Response & Resolution

Earn Modes; Hinoba-an; On-site; PHP 661,000 - 1,124,000; Full time

Job summary

Vodafone Idea Limited, Ahmedabad, seeks a Team Member – Response & Resolution Process Factory within Corporate SPO – Response & Resolution Process Factory / Customer Service. The role focuses on national escalation management and ensuring rapid resolution for high-impact issues across multiple touchpoints.

You will drive proactive resolution, digital-first strategies, and quality of resolution while adhering to regulatory governance.

Qualifications

• 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

Responsibilities

• 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.
• 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.
• 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.
• 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.
• Maintain circle wise compliance dashboards and issues for monthly reviews.
• Ensure zero penalties across regulatory KPIs through disciplined governance.

Skills

Strong communication

Problem-solving

CRM systems

Customer service software

Education

Graduate / Post Graduate degree

Tools

CRM systems

Analytics dashboards

Automation platforms

Digital tools

Job description

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 fora group of circlesas 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

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 Graduatedegree 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:

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