Relationship Manager - Enterprise COCP Customers - Telecom

Relationship Manager Reporting to (Position): Enterprise CS Head

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.

Key Responsibilities

Customer:

- Manage direct relationship with customer and account coordinator.

- Act as pivotal point for account, across life cycle

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

- Service reviews with account, influencer management and request fulfillment 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.

KRAs - 

- Complaint management

- NPS

- Revenue

- Churn Management

Educational Qualifications - 

Please mention minimum grade/percentage, if over and above organizational guidelines, as well as names of institutes, if applicable) Graduate /Post-graduate/ MBA(tier II institute)

Years of Experience (minimum & maximum) >5 years

Preferred Sectors/Companies:

- Telecom/ DTH experience (preferred)

- Hotels (i.e Taj, Marriot, Sheraton)

- Personal banking (i.e Amex, ICICI)

- Aviation (i.e Jet, Indigo, Kingfisher)

- Automobiles (i.e Skoda, Audi, BMW)

- Luxury Brand (i.e Apple, Burberry, Louis Vuitton)

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

- Pleasing personality

- Ability to explain complex information clearly/ simply

- Excellent verbal communication and listening skills