Zonal Customer Service Lead - Telecom

Customer Care

1. Ensuring the C-Sat (Customer Satisfaction Survey) score of 95%+ month on month.

2. Reduction in SR Errors and ensuring the same should not be - 5%.

3. Data analysis and in case of pain area, Root Cause Analysis for corrective action.

4. Market Survey, Audits and Mystery Shopping.

5. Highlighting process loopholes and suggesting Corrective measures.

6. Retail Outlet management-Ensuring adequate maintenance of the COCO,FOCO,FOFO store and ensuring that adequate manpower with infrastructure and desired store ambience is maintained.

7. Implement smooth CC Transaction at all Retails Stores as per company process.

8. Escalations Management & Eradication Repeat Complaints for the entire Cluster - Handling all the postpaid and prepaid e service escalation and ensure same need to close with complete resolution within tat.

Retentions & Relation

9. Managing and Driving the Churn.

10. Managing HNI and Non HNI (30-60 Bucket) which enables us in better Customer service & Retentions and reduces number of C customers moving to the 60-90 Bucket.

11. Health Check on the HNI Customers.

12. Relationship building of 15k Postpaid Customer base by making them experience with delight services.

13. Looking after 3 Vodafone stores, 6 Vodafone Mini stores & 15 Postpaid AD/MD for Retention & Service related issues.

14. Maintaining Relations with Corporate for Business Growth.

Acquisition Process Interface

15. New Acquisition Payment Performance - Ensuring 95%+ Score for the customer due in first three Months of their acquisition.

17. Analyzing the Quality of Acquisition by the sales team and taking corrective actions to prevent sales related issues in future.

Training & Quality

18. Taking care of COCO,FOCO,FOFO store Operations, Training and Quality. Sum around 160 stores.

19. Conducting Induction Trainings of CCE- S in COCO,FOCO,FOFO store store.

20. Handling a team of Quality Auditors and back office executives for MIS and other tasks.

21. Identify the area of Improvement.

22. Fulfill Training requirement- Briefing & training ofCOCO,FOCO,FOFO store for all new product launches / Processes/Systems