Manager - Response & Resolution Jobs in Vodafone Idea Limited (VI) - Kolkata
Job Description
Responsibilities:
- Ensure timely closure of the issues in coordination with other verticals & functions esp Network, mktg, IT escalated from Response & Resolution PF, CoE: CC Analytics
- BLT Escalated customer issues handling
- 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
- Support IVR local activities, customer communication from time to time
- Partnering CC and CBO for proactive/reactive resolution
- Maintain necessary reports and compliance on all regulatory issues relevant to CC & BO
Skills/ Qualifications:
Core Competencies, Knowledge, Experience
- Knowledge and Subject Matter Expertise around VIL processes, and systems
- Excellent analytical skills to identify the process/product gaps and provide resolution
- Good coordination & Influencing skills
- 4-5 years of work experience with at least 1 year in telecom domain
Must have technical / professional qualifications
- Graduate/ MBA with 4-5 years of experience in various roles of customer operations and resolution
Key Skills
Other Details
About Company
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