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    Job · 21470887

    PATNA · FULLTIME

    Manager - Response and Resolution Exec

    vodafone idea

    vodafone idea

    Patna · onsite · Posted 2d ago

    Sourced fromFoundit
    Not disclosedFresherfulltimePatna

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    Section · 01

    About this role

    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

    Response & Resolution Team Member

    Job Level/ Designation

    M1

    Function / Department

    Customer Service - Acquisition & Resolution

    Location

    BJO

    Job Purpose

    1. Coordinate and Manage closure of all the customers issues referred to the circle from partner team, Response & Resolution PF.
    2. Execute/coordinate circle specific issues at circle recommended by Proactive Resolution CoE.
    3. Manage circle specific Regulatory compliances pertaining to CC & BO Operations

    Key Result Areas/Accountabilities

    1. Ensure timely closure of the issues in coordination with other verticals & functions esp Network, mktg, IT escalated from Response & Resolution PF, CoE: CC Analytics
    2. Identify the large customer impact issues conduct RCA for circle specific issues and escalate to CoE - proactive resolution for centrally managed issues, Multi circle issues
    3. Support IVR local activities, customer communication from time to time
    4. Maintain necessary reports and compliance on all regulatory issues relevant to CC & BO

    Core Competencies, Knowledge, Experience

    1. Knowledge and Subject Matter Expertise around VIL processes, and systems
    2. Excellent analytical skills to identify the process/product gaps and provide resolution
    3. Good coordination & Influencing skills
    4. 2-3 years of work experience with at least 1 year in telecom domain

    Must have technical / professional qualifications

    • Graduate with 4-5 years of experience in various roles of customer operations and Resolution

    Who can Apply

    Corporate & Circle colleagues currently handling similar roles are eligible.

    Vodafone Idea Limited(formerly Idea Cellular Limited)
    An Aditya Birla Group & Vodafone partnership

    Sourced from foundit

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    Section · 02

    Skills

    analytical thinkingInfluencing Skills

    Section · Company

    About Vodafone Idea

    vodafone idea

    vodafone idea

    Telecom

    9.8k+

    employees

    2018

    8 years old

    Mumbai, Maharashtra

    US

    ₹13.6L PA avg

    Avg at Vodafone Idea

    About

    Vodafone & Idea are now Vi - together for tomorrow with a commitment to deliver a delightful customer experience.

    Industries

    Telecom

    Employee ratings

    10 reviews

    4.0/ 5

    Culture

    2.0

    Career growth

    2.0

    Work-life

    2.8

    Employees rate it well for

    Overall Company40Company Culture39

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