Customer Service Head - Telecom

Job Description :

Responsible for resolution of all types of Customers Complaints & Request as per defined KPI (per 1000 and TAT) tagged across all touch points within TAT. Consistently 99.6% achievement.

- WCOM (written communication) - Complaints reported on Appellate & Nodal email ID and resolution same day.

- Resolution of issue reported on Social networking sites, webchat & DoT as per TRAI Guidelines.

- Handles Appellate and Nodal Call Center.

- Resolution/Request C SAT as major KPI. (90% score)

- Reduction in Complaint/Request & call per sub month on month as one of the KPI

- Self Help Promotion as new initiatives to minimize customer's calls to call center and empower customers.

- Daily & close coordination with - Call Center Team-, - Training- & Quality Team for improvement in capturing customer issues accurately and upgrade their capability by training(TNI)/refresher to agents on different scenarios. Objective is to reduce and resolve maximum complaints at CC (FLC).

- Interacts regularly on issues with Network Team for better customer experience.

- Responsible for all government bodies like TRAI, TERM & DoT related Audit, compliance & Reports. Conducting Customer Awareness Program (CAG Workshop)

- Managing Budget, Provisioning, payout forecast and variance.

- Monthly MIS for MBR & VOC which is presented to Business Head & Corporate.

- Among TOP 3 Circle nationally on various parameters like NPS, Self Help e.t.c.

Poonam Yadav
GCMS