Senior Resolution & Escalation Lead - 24x7 Customer Care

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

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.