Manager - Service Lead

Margdarshak Consultants Pvt Ltd
  • Chandigarh, Mohali
  • Confidential
  • 5-10 years
  • 28 Jul 2015

  • Customer Service

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

Key Responsibilities of the Position:

Request & Complaint Closures within TAT:
Accountability towards ensuring closure of all Service Requests within specified TAT by co-ordinating with various teams and ensuring Resolution Close looping to the Customers
Handling queries regarding Fixedline, Internet Leaseline
Churn Management:
Accountability towards ensuring Voluntary Churn is handled as per the process. Coordinating with Circle R&R team to ensure Retentions process is adhered and ensuring Churn % is as per Circle DB
Planning & Performance Reporting:
To work on CS Budget projections for circle by taking inputs from various sources & monitor budget utilization. Also to provide periodic MIS pertaining to various CS metrics measured at circle / central team.
Process Improvement Inputs :
Accountability to provide inputs to process team on identified gaps in customer impacting process from voice of customer & driving teams to correct process flaws & implement changes.

Competencies/Skill sets for this job

Process Improvement R&r Churn Management Performance Reporting

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