AM/DM - Customer Service - VBS - Telecom

CTC: 6 LPA- 11 LPA

Year of Exp: 1 to 8

Age: 32 years (max)

Location: Bhubaneshwer

Experience in Fixed Line/PRI

- To be the customer service SPOC for the circle and ensuring implementation of VBS Service Model & processes across Mobility & Non Mobility service offerings

- Implementation through zonal teams by leveraging the Zonal CS Infrastructure.

- Churn Management(Mobility & FLDS)

- Monitor Field Service & Tele Service Performance, as per the case may be

- Monitor & Drive NPS for the Circle

- Ensure guidelines, norms & processes are disseminated across zones

- Responsible to providing Technical Support for the Enterprise Customers using FLDS services.

- Ensure proactive visits & customer reviews are conducted as per the national norms for both Mobility and Fixed Line Customers

- Escalation point for all FL Customers and to ensure timely proactive service management and sharing of performance reports with the Key Decision Makers

- Ensuring that the zonal teams implement various customer engagement programs like FGDs, Service Desks etc.

- Monitor & Track Churn - Subscriber & Revenue (lesser than respective circle AOP targets)

- Manage Customer Retentions through the Zonal Teams

- Analyse reasons for Churn and drive action plans to ensure reduction in Churn

- Develop and plan account specific service improvement initiatives

- Ensure and Drive Self Service usage and drive initiatives across zones so as to improve on customer experience

- Work closely with the Larger CS team in monitoring the BO parameters and reduction on the same

- Monitor & Drive NPS Scores for VBS for the circle and action planning for Process Improvements

- Adherence & Implementation of National Processes

- Responsible for field service management in the accounts as per the National Guideline through the zonal teams

- Through constant coordination & interaction with other stake holders - CS, C&C, Network, IT, RA one is expected to streamline processes, bring in appropriate changes which works on process improvements and reduces cost and help build on customer satisfaction.

- Coordination with the Circle Training teams for dissemination of VBS training on various products, processes, systems & tools & skill development for self and zonal teams

- Monitor & Track performance of the zonal service teams on various parameters

- Provides the guidance role to the Zonal teams

- Competence in handling field service functions

- Customer focused

- Strong Analytical & Implementation skills

- Exposure to Fixed Line business

- End to End Life Cycle Operations

- Should be able to understand the architecture of the services being offered under Wire line business

- Network audit for data links for any single point of failure and plan for additional resiliency

- Handling customer faults and ensuring periodic communication to customer during any outages

- To ensure services offered to customer meet the agreed SLA with minimum MTTR

- Customer Performance review with Service health check parameters and ensure closure of any repetitive nature of issue.

- Should be able to drive technical service improvement plan for services where SLA is not meeting.

- Keeping track of customer service details and suggest for bandwidth Upgradation for over utilized links; contract renewal reminders to customer and account management team in advance.

- Be part of MSA /SLA discussion with customer and signup process.

- Co-ordination with various NOC teams and Vendors and to ensure minimum service downtime during outages.

- Advance communication to Customer for any Scheduled outages and ensure proper co-ordination for timely execution

- Coordination with the Account Management Team to plan for prioritization of visits/reviews

- Co-ordination with account/ billing team for revenue collection for commissioned services.

- Co-ordination with Service delivery team for providing project updates for ongoing deliveries to customer.

- Ensure proper analyses and action for any repeat nature of faults within the network. RFO to customer within 48 hr.

- Service SLA's and performance against these parameters

Priya Raghav
0120 -4580305