Manager/ Senior Manager - Enterprise Customer Service

Shalaka Management Services
  • Delhi
  • 10-15 lakh
  • 3-8 years
  • Views
  • 22 May 2017

  • Customer Service

  • BPO/ ITES/ Call Centers
Job Description

- To be the customer service SPOC for the circle and ensuring implementation of VBS Service Model & processes across Mobility & Non Mobility service offerings

- Implementation through zonal teams by leveraging the Zonal CS Infrastructure.

Churn Management :

- Monitor Field Service & Tele Service Performance, as per the case may be

- Monitor & Drive NPS for the Circle

- Ensure guidelines, norms & processes are disseminated across zones

Key Accountabilities :

Customer Relationship Management :

- Ensure proactive visits & customer reviews are conducted as per the national norms for both Mobility and Fixed Line Customers

- Escalation point for all FL Customers and to ensure timely proactive service management and sharing of performance reports with the Key Decision Makers

- Ensuring that the zonal teams implement various customer engagement programs like FGDs, Service Desks etc.

Business Impact :

- Monitor & Track Churn - Subscriber & Revenue (lesser than respective circle AOP targets)

- Manage Customer Retentions through the Zonal Teams

- Analyse reasons for Churn and drive action plans to ensure reduction in Churn

- Develop and plan account specific service improvement initiatives

- Ensure and Drive Self Service usage and drive initiatives across zones so as to improve on customer experience

- Work closely with the Larger CS team in monitoring the BO parameters and reduction on the same

- Monitor & Drive NPS Scores for VBS for the circle and action planning for Process Improvements

Process Management :

- Adherence & Implementation of National Processes

- Responsible for field service management in the accounts as per the National Guideline through the zonal teams

- Through constant coordination & interaction with other stake holders - CS, C&C, Network, IT, RA one is expected to streamline processes, bring in appropriate changes which works on process improvements and reduces cost and help build on customer satisfaction.

Team Management :

- Coordination with the Circle Training teams for dissemination of VBS training on various products, processes, systems & tools & skill development for self and zonal teams

- Monitor & Track performance of the zonal service teams on various parameters

Job Posted By

Shyam Menon
Associate Director

About Organisation

Shalaka Management Services