We are seeking a Customer Relationship Management BI Reporting Analyst for the Bangalore location, with a hybrid work arrangement.
About the Role
As a Customer Relationship Management BI- Reporting Analyst, you will be responsible for providing activity support to Principal Service Managers/Service Managers/Service Executives to deliver the best possible service experience for customers. This role interfaces with internal Vodafone departments to drive the resolution of issues liaises with Sales teams. You will be responsible for preparing the Service Review Decks for nominated UK customers and also helping in digitalizing the solution with the help of Power BI dashboards.
Responsibilities
- Drive Customer/Internal stakeholder satisfaction whilst delivering the Service Review deck on the agreed timeline as per the contract for nominated customers
- Issue of regular and timely standard service reporting for nominated customers
- Data Analysis: Ability to analyze customer data and feedback to identify trends, measure performance, and suggest improvements.
- Manage billing queries and issue resolution to ensure clean bills for nominated customers
- Compile fixed inventories and manage updates for a defined set of customers
- Prepare the Service Guide for nominated customers
- Develop and maintain excellent working relationships with PSM/SM/SE and the account team members.
- KPI's Report Sent- Monthly and/or Quarterly on the agreed date with the customer
- Acknowledgement and respond to all customer queries within 4 hours of Receipt
Qualifications
- Experience: 4 to 12 years
- Location: Bangalore
- Working Persona: Hybrid
- Work hours: UK: 12:00 to 21:00 or 13:30 to 22:30 pm
Required Skills
- Essential Relationship Management with excellent networking and influencing skills
- Proactive Communication Skills with a desire to take ownership and drive for delivery
- Problem solving capability
- Excellent skills in the Microsoft suite to support data management and customer facing reporting and analysis.
- Telecom Product Knowledge good to have candidate with at least one product line Fixed line, Mobility.
- ITIL 4 Certified desirable
- Customer facing skills Great in communication and presentation, flamboyant in representing Vodafone.
- Technology Understanding: Microsoft Excel, PowerPoint skills, Basics of LAN WAN technology, MPLS (Layer 2 & 3), Internet access, DSL, Fixed Voice
- Must be an Influencer Collaborator with influencing skills to navigate through organizational teams.
- Follows Agile ways of working
- Conflict Resolution: Effectively handling conflicts and de-escalating tense situations with customers.
- Empathy: Understanding and addressing customer concerns with patience and emotional intelligence.
Equal Opportunity Statement
We are committed to diversity and inclusivity.
