AGM - HNI/VIP Management

Role

HNI-VIP Management

Job Level/ Designation

M2

Function / Department

Customer Service

Location

Mumbai

Job Purpose

The premium base comprises of high ARPU, socially influential and high tenure customers. HNI are high net worth Individuals who are socially prominent, Brand influencers, CXO level Top executives, , Sports, Media Personalities & Politicians. . It is therefore very important to give an exceptional service experience to this set of customers. These customers are socially prominent and drive perception on the multiple Social Media Platform.

A Premium Vodafone Idea customer will enjoy a Relationship Manager’s (RM’s) support during his tenure with us. During this period the allocated Relationship Manager (RM) will be responsible to cater to all account related activities 24*7.

Key Result Areas/Accountabilities

• Management of the premium post-paid Base of circle of Avg ARPU above 2.5K & delivering churn less than 0.5%
• End to end base management from customer query handling, resolution, collection & dispute resolution.
• Ensuring Exceptional Customer service for the premium base.
• Ensuring complete Collection for the base
• Proactive engagement for
  • Extracting revenue via cross Sell
  • Enhancing IR penetration via Pack Sale
  • Create More family via new connection sale
  • Engagement with Top CXO level customer to improve account relationship and create opportunity for more business.
• Ensure 24 * 7 availability for the assigned base.
• Mandatory Customer field visit
• Manage Relationship via Engagement activities on regular basis.
• Quarterly basis upgrade / downgrade management 

Core Competencies, Knowledge, Experience

• Understanding or work experience of customer life cycle, Regulatory norms & compliance
• Inter Personal & problem solving skills
• Analytical Skills
• Exposure & understand on business IT system & provisioning platforms.
• MS office package

Must have technical / professional qualifications

• Graduate / PG in any field
• Communication skills
• MS Office & Presentation Skills