Beamtele - Manager - Customer Service

We are looking for Manager Customer Service

Role Description :

- Complete Responsibility of monitoring and driving Customer Care metrics

- Implement and maintain standardized customer centric processes and tools

- Identify areas of improvement and assist in creating and implementing solution

- Identify and implement escalation prevention strategies - Coordinate service delivery

- Monitor progress and achievement through performance metric reports and take corrective action

- Conduct regular and structured reviews with key stake holders to bridge process gaps

- Orient organizations and key stake holders with the Voice of customer

- Set and implement response timeframes

- Regularly review coordinator related activities and optimize efficiencies

- Do a comprehensive qualitative and quantitative analysis and devise improvements roadmap

- Implement Health check activities across functions and drive customer connect

- Drive Escalation management at the branches

- Drive down TATS for all service impacting and Non service impacting tickets

- Complete ownership of all CSAT impacting actionable for branches

Preferably from telecom domain

Human Resource