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Lead-Customer Success Management

Aggregate function:  Shared Services
Business Area:  Business_VOIS
Posting Country:  India
Date Posted:  28 Oct 2024
Full Time / Part Time:  Full Time
Contract Type:  Permanent

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

What you’ll do

To Lead a team of Client Service Support/Service Management executives and is responsible for

  • Delivering the best possible service experience for customers.
  • Focus is placed on improving customer satisfaction and is underpinned by creating and maintaining quality documentation and delivering outputs as per Vodafone’s contractual commitments.
  • Handle Customer escalations
  • Managed Debt & Credit performance of the accounts
  • Ensure timely delivery of Customer Reports
  • Ensure that Customer Reviews and Service Improvements are driven

Who you are

  • Should have team management experience
  • Performance Management
  • Conflict resolution
  • Should have excellent leadership skills
  • Stakeholder Relationship Management  with excellent networking and influencing skills
  • Proactive Communication Skills with a desire to take ownership and drive for best in class service delivery
  • Problem solving capability
  • Commercial acumen
  • Excellent skills in the Microsoft suite to support data management and customer facing reporting and analysis.
  • In-depth knowledge of the visual and written aspects of our brand values
  • Ability to prioritize workload and work effectively
  • Ability to work effectively with cross-functional teams

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

What's in it for you

We want you to feel happy and fulfilled at work, without compromising the other things in life that matter to you. There are lots of ways we support this, including hybrid working and generous parental leave. You'll also get four Spirit Days a year to focus on your personal development and wellbeing, plus a host of other great benefits too.

Who we are

You may have already heard of Vodafone - We're a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.

As part of our global family, whether that's Vodafone, Vodacom or _VOIS, you'll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices. We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.

Together we can.

Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

Apply now »