Service Manager

Designation: Service Manager
Location: Mumbai
Department: TIEBU

Responsibilities:

The key responsibility is relationship building with customers and taking measures to ensure the retention of customer is there and work toward to maintain operational Stability and improve operational efficencyTo ensure that the the VSNL is the most preferred commmunication partner of the customer bymeeting the customers on a regular basis and ensure resolution of all his issues after cordinating with various departments within VSNL. Ensure that the CSAT score of the company improves. meet the targets set in the CSAT plan.
Service Manager would be a single point of contact for large priority customers for all customer service issues, pertaining post implementation. All repeat complaint customers from priority customer to be tracked and addressed and.All accounts to be visited regualrly as may be required.Follow up initiation for resolution with respective teams at backend. SM has to voice out all customer service issues, internally with our backend and ensure resolution for better experience.SLA/Performance tracking. Monitoring all dockets opened.Preparing performance report. Tracking repeat complaints. Identify SPOF and work on reducing them. Coordination with NAM / Channel Sales Manager-100% MoM sharing with NAM/CSM.Periodic Meetings.Monthly Review meetings with Customers on the performance of the network. Retention- Proactive Disconnect assesment of Priority Accounts need to be be aware and try to generate new business leads.Be totally aware of the customer corporate structure and maping at all level. Should share with customer all new development and initiative of VSNL, which are done for improving customer service.

Key Skills:

• Customer Front end experience is a must. 2 years of experience.
• Technically aware about the telecom related terms and technologies.
• Knowldege of the customer business and good commnunication skills.
• Commiitted to service excellence, customer centric, taking ownership of activities, positive and a good listener.Negotiation skills.
• Ability to handle ambiguity and still seem to be able to convince all parties invovled that the situation is under control.Be able to talk to the Heads of Dept CTO and CIO of companies.
• MBA is a must.