Tatatel - Regional Head Service Assurance

The opening is with one Tata Teleservices and it is one of major telecom player in the market. The JD is as below

I) Position Summary

a) Key Objective / Purpose of the Job:

1. Increasing customers satisfaction and generating more revenue

b) Major Activities

1. Managing complaints by evaluating causes and resolving non-technical complaints within TAT

2. Increasing CSAT

3. Ensuring process adherence

4. Working on resolution of nodal escalations

5. Managing Walk-in Desks which are direct customer touch points

6. Planning initiatives for increasing customer support

c) Co-ordination with other teams

1. Network Team (NOC, Field Engineers, Operation and Maintenance Team and Territory Network Managers ) based on kind of complaints

2. Within CSD: SO Team for collection of payment and SM Team for ILL customer base and Broadband
Retention

3. HO Finance team for customer refunds

II) Person Specification:

a) Essential Qualifications: Post Graduate in any stream

- MBA in Marketing may be preferred

b) Requisite Skills:

Technical/Functional

1. Exposure of operations from networks and sales point of view

2. Communication Skills

3. Analytical skills

Behavioral

1. Service-orientation

2. Leadership ability

c) Work Experience

Minimum 8 to 10 years of experience in CSD

Please send your updated resume along with CTC and notice period