2. Responsible for servicing the account and planning at a local level to conduct monthly and regular service reviews with the customer.
3. Has exposure in solving end to end corporate complaints.
4. Experience in closing of escalated corporate cases within a shorter TAT.
5. Should be able to understand the corporate behavior and his requirement.
6. Should be familiar with the concept of Auth signatory, activation , IPOS , CRM , BSCS etc.
7. Proactive in fixing situations and helping the corporate to realize and convert internal/external processes to better the corporate situation.
8. The person should be aware of PAN India service processes and customer care contact points in order to liaison with them for closing PAN India service issues.
9. Responsible for incident management at local level (anything that impacts the customer experience i.e.: network outage, billing queries, etc) responsible for the management, resolution status and reporting them.
10. Responsible for problem management at local level (working with the local country to identify and address process issues in service processes).
11. Ensure that service levels from all areas of the local company are managed, maintained and improved.
12. Generating customer specific local billing/usage reports.
13. Provides support in developing service proposals with SLA for the country along with local service elements.
14. Support the Account Manager in Complex Service level bids.
15. Work in collaboration with the various department to manage the account i.e. Collection, network, credits and back office.
16. Responsible for inputting into local country contract service renewal elements.
17. Job requires client visits on a daily basis.
18. Should be able to add contacts in the corporate --- good Relationship/Account Management.
19. Responsible for Retention.
Salary: INR 4,00,000 - 7,00,000 P.A
Industry: Telcom / ISP
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Service Delivery Leader
Role: Service Delivery Leader
Keyskills: Experience in corporate relations
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