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
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.