Executive -non voice escalation handling

Talent Leads Consultants
  • Bangalore
  • 2-7 lakh
  • 2-5 years
  • Views
  • 21 Jul 2017

  • Customer Service

  • Entertainment/ Media/ Publishing
Job Description

The role requires the individual to be responsible for managing installation work order documents while also ensuring their accuracy, quality and integrity is adhered to as per Business requirement. There is a need for the individual to help adhere to record and safeguard information and retrieve data more effectively in terms of installation work orders with the partner and track company documents. Also, organize and maintain documents, adhering to the company's document. A large part of the job is to control the retrieval of installation work order documents and will be responsible managing on installation work order procedures, piracy letter dispatch and business communication to internal and external customers which include documentation, retrieval, destruction and dispatch. The role will also require handling of any complaint or query or request pertaining to closure of SR’s and maintaining SLA’s on Trade to regular, Retail TSK pre-active EDI to regular SRs, TAT adherence and piracy dispatch of letters once in 20 days.
Activities/responsibilities/deliverables –

o To track subscription contracts and installation work orders received from ISP on a daily basis vide service region wise to the partner IM and vice versa
o Publish daily service region wise dashboards to all 24 circles on Installation WO processed and rejected
o Follow-up with FS for corrections and receipt of pending documents
o Take forward contract, work Order and call retrievals as per defined timelines
o Monthly report to be published to 24 circles PAN India to ASM, CSM , VP’s and Service head
o Work order processed quality check on a weekly basis for .5 % on processed and rejected through scan copies from IM
o Process SR’s on a daily basis for Dealer Retail TSK Pre-active refunds in collaboration with Sales Finance and share the daily TSA error tracker report to PHD desk.
o Trade to regular conversion SR’s to be handled on a daily basis and adhere to SLA’s with approval process and publish EOD report to Sales PAN India on the status to ASM, CSM and Sales head
o Print & Dispatch - Piracy letters once in 20 days without non compliance, Contract forms despatch on a daily for TOO cases. Support any Additional need based dispatch activities for the BO activities and track them.,
o Ensure handling of PO Box 2424. Raise SRs for BREs received and reconciliation reports for the same
o Bulk asset delink, Trade assets De-link as per the sales team process and captured the same by reporting the status to sales team
o EDI to regular conversion pre closure SRs to be adhered on SLA’s
o Support to be provided on Corporate or Commercial accounts handled by the Enterprise team
o Monthly PAN India report to vendor management team on PAN India pending report to release payments to partner IM
o Installation work order retrieval requests are processed same day by tracking through SR basis requests from CCSG, Legal team, and DCT team while dispatching Piracy letters as additional support document

ESSENCE OF ROLE- Key accountabilities
1 Impact on the business To ensure timely account creation and activation of Corporate and Commercial accounts and address all future package requirements on a timely basis. Support all package changes as per recharges carried out by corporate accounts and thereby contribute to company’s top and bottomline and overall Csat

2 Customers, suppliers and third parties Customers
• Sales , Service Legal, Finance, Vendor management
• Operations (FO ( PHD) - BO )
• BI / Training / Quality / Process Improvement team
• Vendor Management / Partner IM

3 Leadership and teamwork • Set daily, weekly monthly, quarterly targets and ensure timely support on requirements received from Field Service, Sales and IT / BI
• Collaborate , engage with other functions, provide trends through qualitative and quantitative inputs / to relevant functions and thereby enable timely actioning of requests
• Stay focused and carry out their tasks in a timely and accurate manner
4 Innovation and change • Self directed, ability to work independently, and being highly-motivated
• often need to work in a fast-paced and deadline driven environment
5 Knowledge and experience • Analytical , Objection Handling Skills
• Partner / Vendor Management
• Time management
• Team management
6 Communication • Excellent written and effective verbal communication skills,
• Networking , Coordinating and Collaborating with BI, Vendor management, Field Service, Sales, Process, Training and Quality teams
Project Error reduction in installation documents to reduce 6% from the current 7 %
Desired attitudes or behaviors (competencies)-Service Attitude and Mindset,Achievement and Drive for Results


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