Associate Consultant at GCMS
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Customer Service Head - Telecom (5-15 yrs)
Responsible for the customer service strategies and execution
- Strategies and tactics to manage and Reduction of overall churn
- To build a high performance and service centric culture.
- Strategies to have relationship and engagement with all the segmented Corporates
- The primary focus will be to manage complaints from customers within an agreed SLA.
- Availability of Service management within the account
- Responsible for project management for both new and transition business.
To design customer service strategy & initiatives in line with the objectives of the company for the circle
- Strategies to enhance the Service Reach across all corporates
- To design tactics and strategy to manage churn within defined limits
- To facilitate Automation/Process Changes that will enhance Customer Experience
- To provide inputs to the Corporate Team on the best practices which will benefit all circles
- Work on the processes to improve customer experience through engagement activities, Build Loyalty Programs,
Strategies on Seamless Onboarding Process for all New Connections and Migrations from other service Providers
- Reach to all the corporates basis the segmentation and categorization of accounts basis the business requirement
- Formal & Governance meetings with the corporates to ensure the engagement is built as per the frequency required basis the segmentation
- Delivering Resolution for Complaints & Requests as per the defined Turnaround Time to the corporates as per the SLA's agreed
- Building Back end systems to support front Enders facing customers and corporates by leveraging and improving on call centers, mail rooms, defined TATs for corporates.
- Strategies and process corrections at every step of customer life cycle to improve customer experience and Customer Retention.
Customer Service Operations Management across all Segments
- Deliver high quality service through all touch points
- Process Improvements
- Churn Management & Customer engagement
- Regulatory compliance with regards to Documents & Incidence Management.
- Enhancement of employee skills and capabilities through Capability Building Programs 6 Developmental
- Keep high levels of team engagement during the challenges of change management (ambiguity, conflicts, insecurity etc)
- Continuous training and certification on building
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