Service Head - B2B Client Service - Telecom

We have an opportunity for Service Head - Chennai with a leading Telecom Giant. Please find enclosed the details. If interested please share your updated profile

Position: Service Head (B2B Client Service) - Only Female

Company: A leading Telecom Giant

Location: Chennai

Qualification: Graduate / MBA Premier Institute (Exp - 5+ yrs)

Exp: 8 to 12 yrs

Age: Less than 34 yrs.

CTC: 20 - 25 lacs.(CTC - Open)

Job Description.

Strong Experience in handling B2B Customer Service, R&R, Quality, Training.

ROLE PURPOSE:

To manage and drive the customer service function in order to attain market leadership in the mobile business space in India, through customer satisfaction by delivering delight in the areas of project management, problem resolution & field service through relationship managers.

ESSENCE OF ROLE- Key Accountabilities

Impact on the Business:

The role holder is responsible for delivering differentiated service to the list of business customers. The incumbent will be responsible to develop and plan service strategies to enhance the competitive position. The primary focus will be to manage complaints from customers within an agreed SLA. The incumbent also be responsible for service management in the account. She would be responsible for project management for both new and transition business. She would own the responsibility for customer retention & jointly own customer credit policies along with the collections team.

Customers Suppliers and Third Parties:

The role holder has to constantly be in touch with key customers through formal service reviews and customer forums. She needs to be aware of evolving service needs. The incumbent will be required to be in constant touch with the call center and provide structured feedback.

Leadership and Teamwork:

The position is a senior leadership position in the organization and the incumbent would be responsible for customer operations in the circle. The role holder would set goals and targets for the service teams, in consultation with the Enterprise Head - Circle Business Services, and will monitor the performance of the teams on a regular basis. The incumbent would need to establish and maintain relationships with peers from Customer Service, Finance, Consumer Marketing & IT.

Innovation and Change:

The incumbent would need to innovate and bring appropriate changes depending on market realities and demands. She would be required to provide solutions to the customers on various matters pertaining to their service needs. The role holder is also responsible for sharing of best practices across Circles.

Knowledge and Experience:

The role requires in-depth knowledge of customer service, preferably in a Telecom setup. He should be knowledgeable on technology products in a B2B environment. It is preferable that the role holder has some experience with project management.

Communication:

The role holder is responsible for service communication for the business services group. Internally She would be responsible for designing and implementing thematic campaigns to drive service imperatives.

FINANCIAL (Limits/Mandates Etc.)

- The role holder will be responsible for reducing the churn

- Incumbent will also be responsible for certain elements of revenue in the corporate

NON FINANCIAL

- Delivery of agreed SLA's

- Strong focus on setting up systems and processes and driving marketing strategy by market segments so as to attain market leadership.

Kumar