Customer Service Head - Telecom

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