Manager - Customer Care - BPO

Responsibilities:

- Attend all Breakdown calls and closure within the assigned service parameters of response time by proper allocation of time to achieve customers satisfaction.

- Have complete ownership of the service delivery process for the assigned customer base.

- Providing timely support for the Preventive maintenance to the assigned set of customers. (primary and Secondary) by keeping the data of P.Ms for assigned customer base to justify AMC charges.

- Achievement of financial objectives as assigned and completion of the cycle of order process.

- Achieve the assigned spares and Service revenue targets.

- Keeping track of ensuring payment collections for the transactions done for the assigned customer base.

- Timely completion of all the service reports, weekly reports, expense statements and any other data which is asked from time to time through Mobility Portal and emails to ensure communication flow.

- Follow guidelines on attendance, leaves, mobile policies, travel policies, and other policies to achieve proper discipline of operations

- Meet the Service KPIs like RT (Response Time), DTR (Days to Repair), DT (Down Time), FTFR (First Time Fix Rate ), etc set for the LSMS service.