Account Service Manager - Enterprise - Telecom

Account Service Manager (Enterprise) - Chandigarh ( Age 32 yrs Only )

We are looking for a Account Service Manager (Enterprise) - with a leading mobile network operator based at Chandigarh.

Plz Note :- Excellent comm skills ONLY.

Job Details :

Location : Mohali

Grade : DM, IC role

CTC : Standard Hike on Existing

Department : Enterprise Business

Function : Customer Service

Experience : 5-8 years

Education : Graduate, MBA Preferred

Technical skills : Knowledge on Telecom, technologies & solutions

Professional skills : Knowledge of Customer Service and Field Service

Management Previous role related experience: A proven track record in meeting revenue and number targets. Strong analytical & conceptual skills in numbers/revenue scenario planning. A systemic orientation to implementation of campaigns.

ROLE PURPOSE :

To manage and implement the service strategy amongst corporate customers in the territory allocated and attain high level of customer satisfaction through implementation of customer engagement programs and retention initiatives through the Territory Channel Partner, whilst complying with agreed budget, timescales and agreed policy guidelines as also with all regulatory norms. This role is a Field role which will involve travel across Punjab & HP. This is an Individual Contributor role.

Key Accountabilities :

Strategic :

- Plan implementation of service strategies to deliver differentiated services to Enterprise segment in order to enhance competitive position in the territory and accounts allocated

- Innovate and bring appropriate changes in service delivery depending on market realities and demands.

Operational :

- Manage complaints from customers within an agreed SLA

- Responsible for field service management in the accounts through a channel team of Tele Service and Field Service

- Drive customer retention & comply with customer credit policies

- Engage in formal service reviews with the channel partner and customer forums and provide feedbacks on evolving service needs

- Set goals and targets for the channel partner & service teams, in consultation with the Area Service Manager, and will monitor the performance of the teams on a regular basis

- Responsible for service communication for the VBS customers handled in the allocated territory

Development :

- Channel and direct team development & motivation

- Training and coaching of team

Typical Outputs :

- Deliver Customer Delight Index

- Channel Partner SLA compliance and reduction in Complaints / Sub .

- Manage churn

- Manage Fix line customer and periodic reviews.

Role Dimensions :

Financial (Limits/Mandates Etc.) :

- The role holder will be responsible for certain elements of revenue enhancement.

- Incumbent will also be responsible for reducing the churn.

Non Financial :

- Delivery of agreed SLA- s

- Strong focus on setting up systems and processes in the channel partner and and driving service strategy in SME segment.

- The incumbent would be responsible for achieving CDI (Customer Delight Index)

If the above role excites you, Kindly apply your updated resume with the below mentioned details -

Current Location:

Relocate to Mohali (Yes/no):

Reason seeking relocation:

Family Set up ( Married /Kids/ Spouse Job):

Age:

DOB:

Ed Qualification:

Is your MBA Regular Course ( Pls specify):

Total Exp:

Distribution exp (Yrs):

Exp in Corporate / Govt / SME Accounts service :

Exp in handling a Service Teams (YN) :

Explain your current role briefly:

Ok with IC role :

Current Organization:

Current Desgn:

Reporting To:

Current CTC:

Expected CTC;

Notice Period;

Min NP to be served ( Options available);

Any Interaction with Punjab circle in last 6 months:

Bhavna Singh

Team Workoid

9901233994