Role Purpose

The Customer Service Manager (CSM) is responsible for driving customer satisfaction, managing service operations, and ensuring seamless resolution of customer issues across channels. The role focuses on improving service experience, strengthening customer relationships, and enabling operational excellence in line with Vodafone Idea s customer-first strategy.

Requirements - we are looking good looking female candidate to manage our vi customer relationship who have therir own smartphone  and vehicle

Key Responsibilities

1. Customer Service Operations

• Oversee end-to-end customer service delivery across call centers, retail, digital channels, and field operations.

• Monitor service KPIs such as AHT, FCR, CSAT, NPS, complaint resolution time, and service quality.

• Ensure adherence to company policies, TRAI guidelines, and quality standards.

2. Customer Issue Resolution

• Manage and resolve escalations from high-value, enterprise, and retail customers.

• Liaise with cross-functional teams (network, billing, sales, digital, and IT) to resolve complex issues.

• Track recurring complaints and drive permanent corrective actions.

3. Team Management

• Lead, motivate, and coach customer service executives/partners to enhance service delivery.

• Conduct training sessions to improve product knowledge, communication skills, and process adherence.

• Monitor performance and ensure achievement of service metrics.

4. Process Improvement

• Identify gaps in customer journeys and propose process enhancements.

• Implement service improvement projects to reduce complaints and improve customer experience.

• Drive digital adoption for self-service channels such as the Vi App, WhatsApp, and web portals.

5. Stakeholder Collaboration

• Work closely with sales teams to support customer onboarding and retention activities.

• Coordinate with the network team to resolve coverage, call quality, and data issues.

• Provide customer insights to product, marketing, and leadership teams.

6. Reporting & Analytics

• Prepare daily/weekly/monthly performance dashboards.

• Analyze complaint trends, churn indicators, and customer feedback.

• Provide actionable insights to reduce churn and improve NPS.

Required Skills & Competencies

• Strong customer-handling and conflict-resolution skills.

• Good understanding of telecom services, billing systems, CRM tools, and service processes.

• Analytical mindset with the ability to interpret data and drive performance improvements.

• Excellent communication and interpersonal skills.

• Leadership ability to manage teams and external service partners.

• Ability to work under pressure and manage multiple priorities.