• Manager - Customer Service - Telecom Jobs in Mumbai,India - 25255793

  • Mindome Consulting
  • Save Job
  • 5 - 10 Years
  • Posted : above 1 month

Job Description:

This person will be responsible for handling end to end customer life cycle of enterprise COCP customers for the region He/she will work on improving the overall customer relationship, delivering support and customer service Candidates from Telecom/DTH, Aviation, Hospitality, Hotel, Automobile and Banking with direct customer handling experience will be preferred

Customer

- Manage direct relationship with customer and account coordinator

- Act as pivotal point for account, customers and company, across life cycle

- Minimum specified visits per month to each of the allocated accounts

- Service reviews with account, influencer management and request fulfillment as per defined SLA

- Escalation management, complaint Resolution as per defined SLA

- Payment/Collections /Pickup /Suspense clearance for allocated accounts

- Provide all solutions - Fixed line, voice and data, account level changes, MACDs and service provisioning

- Coordinating with KAM and back end support team to ensure new activation and processing with in timelines

- Account level service reports and MIS

- Reconciliation of billing related issue with account and interface with B&P team

- Customer education and service camps organization along with KAM

- Closure of Network and other service related concerns Facilitate financial approvals (eg booster installation)

- Capturing all requests and Close looping post resolution within defined SLA

- Coordinate with KAM and DSA channel, closely

Process

- Compliance with legal requirements, industry regulations, organizational policies and professional codes

- Review regular reports for customer experience/ services

Qualification - Graduate /Post-graduate/ MBA

Profile Summary:

Employment Type : Full Time
Functional Area : ITES / BPO / KPO / Customer Service / Operations
Salary : Not Mentioned
Deadline : 30th May 2020

Key Skills:

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