Manager - Customer Service - Enterprise Segment - Telecom/BFS/Auto/Hospitality

This person will be responsible for handling end to end customer life cycle of enterprise COCP customers for the region. He/she will work on improving the overall customer relationship, delivering support and customer service

Customer :

- Manage direct relationship with customer and account coordinator.

- Act as pivotal point for account, customers and Jio, across life cycle

- Minimum specified visits per month to each of the allocated accounts.

- Service reviews with account, influencer management and request fulfilment as per defined SLA.

- Escalation management, complaint Resolution as per defined SLA

- Payment/Collections /Pickup /Suspense clearance for allocated accounts.

- Provide all solutions - Fixed line, voice and data, account level changes, MACDs and service provisioning.

- Coordinating with KAM and back end support team to ensure new activation and processing with in timelines.

- Account level service reports and MIS.

- Reconciliation of billing related issue with account and interface with B&P team

- Customer education and service camps organization along with KAM

- Closure of Network and other service related concerns. Facilitate financial approvals (e.g. booster installation)

- Capturing all requests and Close looping post resolution within defined SLA

- Coordinate with KAM and DSA channel, closely

Process:

- Compliance with legal requirements, industry regulations, organizational policies and professional codes

- Review regular reports for customer experience/ services.

Key KRAs:

- Complaint management

- NPS

- Revenue

- Churn Management

Graduate /Post-graduate/ MBA 

Years of Experience >5 years

Preferred Organisations :

- Telecom/ DTH experience (preferred)

- Hotels  

- Personal banking 

- Aviation 

- Automobiles 

- Luxury Brand 

- Nature and scope of responsibilities the candidate should have handled

- Direct customer handling

- Premium customer handling/ desk

Knowledge & Skills (Indicate which criteria are mandatory) :

- Problem Solving

- Analytical abilities

- Customer experience / Customer service

- Additional Skills (Indicate which criteria are mandatory)

- Persuasive

- Excellent verbal communication and listening skills

- Pleasing personality

- Ability to explain complex information clearly/ simply

- Enterprise service experience - Should have direct Experience in on field servicing rather than managing clients through incident ticket management.

- Should have experience in servicing complex B2B solutions.

- Significant desirable experience in at least 1 industry vertical from CSG point of view