GM - Digital CS
Mumbai, IN
Role |
Digital - IVR and CRM |
Job Level/ Designation |
M3/GM |
Function / Department |
Customer Service/Digital & Self Care |
Location |
Mumbai |
Job Purpose |
The position is responsible for customer on boarding and servicing for all the customers who buy Vodafone Idea Limited, offerings via digital assets of VIL or its partners. The incumbent is responsible for managing IVR & CRM Platforms for customer on-boarding, servicing and experience of the customers acquired through digital assets as well as help in formulation and execution of VILs digital strategy. He/ She will be responsible for digital end to end, from acquisition, bill payment, directly & through aggregators, servicing, retention and churn management, and compliance. Should also drive digital solutions for customer service enabling remote access for the customers.
|
Key Result Areas/Accountabilities |
Digital Customer Experience
Digital Asset Optimisation
Cross functional Management
|
Core Competencies, Knowledge, Experience |
|
Must have technical / professional qualifications |
|
Years of Experience |
12-15 years |
Direct reports |
Nil |