Customer Service Manager - Corporate - Telecom

- Deliver best-in-class customer service to SMEs - attainment of target customer satisfaction levels for SME as measured through CSAT surveys.

- Deliver maximum customer retention by controlling suspensions

- Achieve target retention/churn targets for SMEs by managing customer relationships through the entire customer lifecycle

- Conduct various customer engagement activities (service desks, Lets Meet) to understand customer needs and endeavor to bridge the gap between expectations and offerings.

- Selection of channel partners, and channel service executives.

- Control attrition of channel partners to within maximum limits; Ensure team clarity of goals and roles

- Ensure adherence to stipulated metrics (no. of visits, service calls), and escalation of customer issues for timely resolution

- Identify training needs and methods to correct gaps to performance

- Improve productivity of agencies - Manage, coach and mentor off-roll employees/ agencies