About Us :

Neufvasi a HR Service company with the main objective to turn work into jobs and thereby support Economic growth . It has been founded by the team who have 2 decades experience in providing talent development and staffing solutions.

Roles and Responsibility :

Our client is looking to hire an energetic & go getter DGM B2B Service in the Customer Experience team to be located at Gurgaon. The person should have capability to manage a team of Virtual Relationship Managers (Telephonic Support) and Relationship Managers with medium and large sized corporate accounts at junior, middle and senior management levels helping the client grow their business with clients leading and innovative Internet connectivity and Managed Service solutions.

Main Responsibilities :

- Ownership of the relationship with the customer to be able to help and support him grow his business and revenue using Internet connectivity and Managed Service solutions.

- Provide exemplary service to the customers helping him/her in case of any support needed

- Segmented delivery of various service differentiators and basic hygiene activities

- Anticipate customers- needs proactively and interact with various cross-functional teams within the company to serve them

- Any customer requirements during the end-to-end lifecycle management

- Wallet Share of customers IT and Telecom spend through Upgrades, Upselling Managed Services, etc.

- The longevity of the relationship with the customer (increase Age on Network and reduce Churn)

- Ensuring timely collections from the customers

- Timely resolution to customers issues and escalations and ensuring a permanent fix

- Proactive Churn tracking, Retention, Issue identification and fix, relationship management

- Segmented service management for solid relationship with customers for a long term business relationship with the company

What we are looking for :

- Graduate/Post Graduate in Engineering / Technical field from Class A institute / Preferably having MBA from Class A institute

- Technical knowledge in telecom domain

- Experience of 15 years in the service field

- Should have at least 3-4 years of Relationship Management experience in the Telecom/ISP sector with Corporate/ Enterprise Segment customers

- Has a good understanding of Telecom technologies/Networking (minimum 2-3 years)

- Should have handled a team of 25-30 people managing Collections, Retention and Customer Engagement

- Good Communication & Business writing skills

- Committed to on-time delivery

- Ability to identify service satisfaction & revenue enhancement opportunities

- Good business acumen

- Good Relationship skills for managing customer experience.

- Strong Data analytic insights - expected to work with numbers and data to monitor churn metrics, campaign effectiveness, and value return metrics

- Strong leadership and change management skills

- Strong understanding of the latest technologies in customer experience

- Strong people skills - ability to build and maintain effective working relationships

- Proficiency in Excel (must)

- Knowledgeable about industry trends and benchmarks

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