Job Views:  
1691
Applications:  135
Recruiter Actions:  1

Job Code

244436

Head - Enterprise Customer Service - Telecom

10 - 16 Years.Jaipur
Icon Alt TagWomen candidates preferred
Posted 9 years ago
Posted 9 years ago

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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Job Views:  
1691
Applications:  135
Recruiter Actions:  1

Job Code

244436

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