Manager - Customer Service - Telecom

This person will be responsible for handling end to end customer life cycle of enterprise COCP customers for the region. He/she will work on improving the overall customer relationship, delivering support and customer service. Candidates from Telecom/DTH, Aviation, Hospitality, Hotel, Automobile and Banking with direct customer handling experience will be preferred.

Customer:

- Manage direct relationship with customer and account coordinator.

- Act as pivotal point for account, customers and company, across life cycle

- Minimum specified visits per month to each of the allocated accounts.

- Service reviews with account, influencer management and request fulfillment as per defined SLA.

- Escalation management, complaint Resolution as per defined SLA

- Payment/Collections /Pickup /Suspense clearance for allocated accounts.

- Provide all solutions - Fixed line, voice and data, account level changes, MACDs and service provisioning.

- Coordinating with KAM and back end support team to ensure new activation and processing with in timelines.

- Account level service reports and MIS.

- Reconciliation of billing related issue with account and interface with B&P team

- Customer education and service camps organization along with KAM

- Closure of Network and other service related concerns. Facilitate financial approvals (e.g. booster installation)

- Capturing all requests and Close looping post resolution within defined SLA

- Coordinate with KAM and DSA channel, closely

Process:

- Compliance with legal requirements, industry regulations, organizational policies and professional codes

- Review regular reports for customer experience/ services.

Qualification - Graduate /Post-graduate/ MBA