Manager HR at Vodafone India Limited
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Vodafone - Relationship Manager - Customer Service - HNI (1-8 yrs)
Job Description: Relationship Manager (HNI)
Role Purpose:
- The position is responsible for handling High Net worth Customers.
- To enhance revenue and reduce churn of a set base of customers.
- Is the one point contact for all customer enquiries, requests and complaints.
Key Responsibilities of the Position :
- Responsible for preferential servicing of approx. 750 high value HNI customers.
- Proactive and real time resolution of requests and complaints from assigned target base of customers.
- Assist collections to ensure payments received on time
- Revenue enhancement by addition of new customers and up selling of VAS / new connections
- To ensure 100% retention of this base
Typical Outputs :
- Regular visits to customer base to maintain regular contact with the customer/authorized signatory to develop a strong relationship.
- Being in contact with the customers by various modes of communication.
- Promotion of new products and services during visits to customers to up sell various VAS as per customer / organizational requirements.
- Acquisition of new business through Up selling Vodafone sim cards to other users in family/organization.
- Revenue Enhancement via Upsell/Cross.
- Ensuring 100% retention of accounts through regular visits and understanding customer requirements.
- Retention of customers by tariff rationalization. Online resolution of customer queries with assistance from HNI back office.
- Visit customers for complaints on immediate basis.
Key Skills :
- Good communication skills (Verbal / Presentation) with clarity of thought.
- Tenacity and ability to retain focus in high pressure situations
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