Manager/Head - Response & Resolution - Customer Service - Internet Service Provider

About Company :

- Spectranet is an innovative and disruptive technology company, dedicatedly working to deliver joy, advantage and success for people through and by, the continuous pursuit of excellence in internet services. Spectranet's vision is to advance the lives of people in Urban India by creating and delivering the best internet service.

- Today, Spectranet operates its fiber broadband internet services in Delhi/NCR, Mumbai, Bengaluru, Chennai, and Pune. Spectranet's business is divided into Infrastructure, Data, and Voice. Under Data, Spectranet provides internet and other connectivity services to various SMBs, Enterprises, and Homes. Spectranet provides revolutionary products to its target markets on the back of its expansive intra-city optic fiber network spanning over 4,000Kms and has access to co-location services.

- Spectranet was one of the first ISPs to start offering internet services to small, medium, and emerging businesses on optical fiber cable and is today a preferred ISP for many such businesses. Along with a massive intra-city optic fiber network, Spectranet has an operational voice and data International Long Distance (ILD) gateway operational in Mumbai.

B2B :

- Today, Spectranet serves small, medium, emerging, and large enterprises and is looking at transforming itself to become a customer and product focused service provider. Focusing on its core philosophy of abundance, Spectranet innovated and transformed the age-old TDM technology based Internet Leased Line into an IP based Business Internet Access that more accurately served the needs of today's cloud-based enterprises and thereby bringing thousands of customers into the contemporary Information Age.

- Spectranet provides wholesale IP transit and Carrier Access Connect to small and large service providers and video transport solutions for media businesses.

B2C :

- Most recently, Spectranet began deploying its GPON based Fiber-To-The-Home (FTTH) broadband services to homes in Gurgaon. With the objective of making a 10X impact in the lives of the people, Spectranet launched its revolutionary 100Mbps symmetric and truly unlimited internet service at an amazing price of INR 1,199 per month.

- Spectranet is working diligently to bring India's urban internet infrastructure at par with global metro cities while at the same time setting a new service experience benchmark, within the country and globally, to be the preferred ISP of choice for both businesses and homes.

Position Summary :

- Spectranet is looking to hire person with zeal and enthusiasm towards Customer Services for the position of Head - Response & Resolution for FTTH Customers

- The person should have the understanding and capability to drive Complaint Management and Non-voice back-end processes like social media, chat.

Head - (Home) - Response & Resolution will report directly to Head - Customer Services.

Key Result Areas / Key Deliverables :

Key Responsibilities :

- Plan & implement a robust complaint management system

- Manage Email, Social Media and Chat processes.

- Analyze customer complaints process wise and design action plans for process improvement and influence the respective process owner for change

- Ensure 100% customer resolution to the interactions raised by the customers and close loop the same within set SLA.

- Ensure TAT compliance for Service Request resolution.

- Ensure TRAI compliance for all complaint management processes with Root Cause Analysis

- To manage service requests per subscriber.

- To drive self service channel utilization, automations.

- Define CRM workflows and work on CRM enhancements for Customer delight.

- Responsible for driving C-Sat.

- Controlling repeats process re-engineering

Key interactions :

Internal Purpose :

- Sales, Marketing, Network Managing calls at CC by reducing call drivers

- Customer Service For CS processes and Complaint management

- Network Planning/NOC/SDA For addressing Customer Issues/concerns