Position Summary:

Spectranet is looking to hire person with zeal and enthusiasm towards Customer Services for the position of Head - Problem Management.

The person should have the understanding and capability to drive Problem Management.

Head - Problem Management will report directly to Head - Customer Experience & Access.

Key Responsibilities:

Plan & implement a robust complaint management system for both technical and non-technical complaints for all customer segments.

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

Responsible for identifying root cause .

Basis root cause analysis, drive permanent fix - both short term and long term solutions with cross functional teams to improve customer experience.

Responsible for reducing repeat calls of similar nature .

Responsible to reduce repeat complaining customer interactions.

Responsible for process re-engineering basis root cause and fixes identified.

Will be responsible for customer satisfaction basis complaint management.

POSITION REQUIREMENTS

Level of Education

1. Graduate/Post Graduate

2. Preferably has worked in Technical processes or in Telecom.

3. Has skill to work on excel for data analysis .

Experience

1. Should have at least 6-7 years of Customer Services experience in Telecom/ISP .

2. Has suitable experience in handling Complaint management (minimum 3-4 years)

Desired Behaviours & Alignment

1. Good Communication Skills

2. Committed to on time delivery

3. Strong acumen for complaint resolution and co-relation.

4. Strong inter-personal skills for cross-functional interactions.

5. Good Relationship skills for managing customer experience.

Spectranet Values

The following are values that Spectranet expects in its talent - new or existing.

1. Talent

2. Ownership

3. Amazing

4. Customer Delight

5. Urgency

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