Enterprise Customer Service Head
Position : Enterprise Customer Service Head
Reports to : Enterprise Head - Circle Dotted Reporting to National CS Head
Technical skills : Knowledge of Customer Service Function in a B2B environment.
Knowledge of specific areas : Customer Service in B2B technology environment.
Role Purpose :
To manage and drive the customer service function in order to attain market leadership in the mobile & Fixed Line Business, through customer satisfaction by delivering delight in the areas of project management, Incidence Management Process & field service through relationship managers by ensuring complete Life Cycle of the Customer is being worked on every stage of Customer comes on board.
Key Accountabilities :
- Responsible for the customer service strategies and execution
- Strategies and tactics to manage and Reduction of overall churn
- To build a high performance and service centric culture.
- Strategies to have relationship and engagement with all the segmented Corporates
- The primary focus will be to manage complaints from customers within an agreed SLA.
- Availability of Service management within the account
- Responsible for project management for both new and transition business.
Strategic :
- To design customer service strategy & initiatives in line with the objectives of the company for the circle
- Strategies to enhance the Service Reach across all corporates.
- To design tactics and strategy to manage churn within defined limits
- To facilitate Automation/Process Changes that will enhance Customer Experience
- To provide inputs to the Corporate Team on the best practices which will benefit all circles.
Operational :
- Work on the processes to improve customer experience through engagement activities, Build Loyalty Programs.
- Strategies on Seamless On boarding Process for all New Connections and Migrations from other service Providers
- Reach to all the corporates basis the segmentation and categorization of accounts basis the business requirement
- Formal & Governance meetings with the corporates to ensure the engagement is built as per the frequency required basis the segmentation
- Delivering Resolution for Complaints & Requests as per the defined Turnaround Time to the corporates as per the SLA's agreed
- Building Back end systems to support front Enders facing customers and corporates by leveraging and improving on call centers, mail rooms, defined TATs for corporates.
- Strategies and process corrections at every step of customer life cycle to improve customer experience and Customer Retention.
Desired Competencies/ Skills :
- Powerful influencing/ negotiation skills, effective Relationship Management Skills
- Ability to manage in dynamic, high growth and high uncertainty environment
- Confidence of handling B2B business with high level of convincing and good interpersonal skills
- Logical & Rational Thinking
- Upward Influencing Skills & Conflict Resolution
- Making People Accountable
- Team Building and Handling
Responsible & Accountable for :
- Customer Service Operations Management across all Segments
- Deliver high quality service through all touch points
- Process Improvements
- Churn Management & Customer engagement
- Regulatory compliance with regards to Documents & Incidence Management.
- Enhancement of employee skills and capabilities through Capability Building Programs.
Developmental :
- Keep high levels of team engagement during the challenges of change management (ambiguity, conflicts, insecurity etc)
- Continuous training and certification on building capabilities, skill and competencies
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