State Relationship Manager - CS

2COMS Consulting Pvt. Ltd.
  • Hyderabad
  • 10-15 lakh
  • 5-10 years
  • Views
  • 07 Dec 2016

  • Operations

  • Telecom/ Mobile Operator/ ISP/ Telecom Vendor
Job Description

Key Responsibilities

Customer:
- Manage direct relationship with customer and account coordinator.
- Act as pivotal point for account, customers and Jio, across life cycle, after sales.
- Minimum specified visits per month to each of the allocated accounts.
- Request fulfillment as per defined SLA.
- Complaint Resolution as per defined SLA
- Payment/Collections /Pickup /Suspense clearance for allocated accounts.
- Provide all solutions 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:
On boarding
Complaint management
NPS
Revenue
Churn Management


Job Posted By

2coms
Manager

About Organisation

2COMS Consulting Pvt. Ltd.