We are currently looking for Service Manager for a leading Telecom based out at Mumbai. Please find below the job details for the same.

Job Title: Service Manager

Location: Mumbai

Job Description:

Accountable for the service relationship of the Corporates enhancing the customers experience and for ensuring increase in customer loyalty through proactive and scheduled engagement and relationship management process.

Retention:

Predictive Churn

Carry out focused activities to monitor, control and reduce the Zero Usage both in the new Customers and in the existing base

Voluntary Churn

Reduction of Voluntary Churn by way of proactive identification of churn trends and offering of retention tools to likely churn cases to retain

Involuntary Churn

Ensure proactive resolution of customer disputes to facilitate on time payment and hence reduce churn

Coordinate with the collection team for prompt resolution of customer issues to facilitate payment

Up sell ECS/ SI to reduce dunning actions

Revenue Churn

Segment and identify High ARPU IOIP customers and ensure a focused relationship management activity

Relations:

Acquisition of repeat sales :

Ensuring that activation and de-activation are carried out promptly ;Reduction of Negative Verification

Give support to the Solutions Manager in the implementing of product trials & pilots within a corporate account

Network Health Check:

Responsible for the communication of network changes as and when required, liaise with network on coverage and quality issues

System Downtime Resolution :

Responsible for incident management (anything that impacts the customer experience i.e.: network outage, billing queries, etc) (responsible for the management, resolution and status reporting of these);

Request Management:

Find innovative ways to improve self help and reduce cost to serve yet add on to the business.

Complaint Management :

Responsible for proactive problem management i.e. to identify and address process issues in service processes

Service Quality:

Ensure that service levels from all areas are managed, maintained and improved. Communicate local service initiatives and service improvements to the account

Service Desk :

Set up of Service Desk : concept, financials and operating norms. Administration of Service Desk and ensuring daily monitoring of performance and operations. Staff Hiring, training and certification

Periodic Account Review :

Proactive and scheduled joint review ( Account Manager, Service Manager, Collection Manager) of Service Delivery levels with the Corporate

Escalation management :

To ensure that escalations are handled through ongoing visits/ calls and reduce the escalations cases.

Tariff Advisory :

Support the Account Manager in billing related matters ;generating customer specific billing/usage reports

Customer Engagement :

Carry out periodic Focused Group Discussions, Service Camps and other such Engagement Activities for the IOIP base

Revenue Enhancement:

Support the Account & Solutions Manager in the development of service revenue opportunities within an account :

Drive penetration of Self Service WSS, E-bill to the customer for reduction in Cost to Serve

Carry out in conjunction with the Marketing team, focused up sell activities to enhance VAS penetration

Up sell of Handsets

Kindly apply with your updated CV, if you are interested for this profile along with following details:

Current CTC:
Expected CTC:
Current location:
Notice period:

Pankaj
7069099658

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