• Relationship Manager - Enterprise COCP Customers - Telecom Jobs in Metros

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  • 5 - 8 Years
  • Posted : above 1 month

Job Description:

Relationship Manager Reporting to (Position) Enterprise CS Head

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

Key Responsibilities

Customer

- Manage direct relationship with customer and account coordinator

- Act as pivotal point for account, 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

KRAs -

- Complaint management

- NPS

- Revenue

- Churn Management

Educational Qualifications -

Please mention minimum grade/percentage, if over and above organizational guidelines, as well as names of institutes, if applicable) Graduate /Post-graduate/ MBA(tier II institute)

Years of Experience (minimum & maximum) >5 years

Preferred Sectors/Companies

- Telecom/ DTH experience (preferred)

- Hotels (ie Taj, Marriot, Sheraton)

- Personal banking (ie Amex, ICICI)

- Aviation (ie Jet, Indigo, Kingfisher)

- Automobiles (ie Skoda, Audi, BMW)

- Luxury Brand (ie Apple, Burberry, Louis Vuitton)

Scope of responsibilities the candidate should have handled?

- Direct customer handling

- customer handling/ desk

Knowledge & Skills (Indicate which criteria are mandatory)

- Problem Solving

- Analytical abilities

- Customer experience / Customer service

Additional Skills (Indicate which criteria are mandatory)

- Persuasive

- Pleasing personality

- Ability to explain complex information clearly/ simply

- Excellent verbal communication and listening skills

Profile Summary:

Employment Type : Full Time
Salary : Not Mentioned
Deadline : 07th Jan 2020

Key Skills:

Company Profile:

Not Mentioned

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