Lead - Complaint Management - Telecom

Key Responsibilities:

- To manage escalation from Customer and provide adequate and speedy readressal for the problem

- To understand root cause of complaints and escalation and analyse the corrective and preventive action

- To work closely with circle service managers and ensure that escalations / deviations are documented and correct process is designed to avoid any repetition.

- Responsible for key such as - TAT; SDR; FTF; Repeat repair; & CSAT scores,

- Work with cross functional teams to resolve customer escalations

- Document issues and work with teams to define process so that complaints are properly mapped and all deviations are addressed

- Work with cross functional teams

- To monitor and review Service Performance of different states and ensure they are within the stipulated guidelines of performance.

- To own the complaints are input for process innovation.

Criteria:

- Must have after sales service experience from a reputed electronic or telecom firm.

- Minimum of 10 + years of experience in handset BIX or operator based company in Devices role

- Should have CSD experience in device role

- Should have managed device after sales service in device co.

- Should know the process of telecom org. vis-a-vis CSD and after sales support

- Should have managed channel partners