Service Manager; Mumbai

Company: Tata Communications
Designation: Service Manager
Location: Mumbai
Qualifications: BE or MBA with high aptitude
Work Experience: 2 - 6 years of Customer Front end experience is a must in data services.

Position Summary (Purpose of Job)
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 efficiency

• To ensure that the VSNL is the most preferred communication partner of the customer by meeting the customers on a regular basis and ensure resolution of all his issues after coordinating with various departments within organization.
• Ensure that the CSAT score of the company improves meet the targets set in the CSAT plan. Must have the knowledge of IPLC/MPLS/NPLC/VPN

Key activities done in this job
Service Manager - 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 regularly 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 and do the network optimization for improved MTTR.
• 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 assessment of Priority Accounts need to be aware and try to generate new business leads.
• Be totally aware of the customer corporate structure and mapping at all level. Should share with customer all new development and initiative oforganisation, which are done for improving customer service.

Requirements:

• Technically aware about the telecom related terms and technologies.
• Operational knowledge of IPL/NPL/VOIP/MPLS (IP & TDM) services is must.
• Good Communication skills
• Should be customer centric. Taking ownership of activities, positive attitude.
• Strategic thinking, problem solving and good People Management skills.
• Be able to talk to the Heads of Dept CTO and CIO of companies.

Please send in your profiles on saurabh@hresource.co.in