Lead - Customer Relationship Management - Telecom

Key Responsibilities :

- To create CRM to track, identify customer device failures and key KPIs such as TAT, RRR, FTR,etc

- To establish a CRM to capture the device failure trends

- To create CRM which would capture key KPIs such as - TAT; SDR; FTF; Repeat repair; Cost of Service; CSAT scores, Trade satisfaction .

- Work with cross functional teams

- To create separate fields in CRM to identify quality issues in Devices

- To create process to benchmark device failure with reference standard

- To create process to manage the failure reported and means to automatically send the reports to OEM/ODM

- To create systems to capture Service Performance of different service points, L4 centres wrt TAT, Cost of repair, Bounce rate, BER, Ratio of L4 to L1-L3 calls, Parts consumption.

Criteria :

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

- Minimum of 7 + years of experience in CRM development, administration

- Should have managed a after sales CRM operations

- Should have worked in IT role in implementing CRM system

- Must have technical experience in database management