Responsibilities:- Managing Franchisee Partners in the given area Maintaining service quality parameters like TAT, Escalations etc. Handling Franchisee Manpower 1. Installation and Field Repair 2. Selection, appointment and continuous management of ISPs 3. KPI / SLA management (of various delivery units / partners) 4. Provide regular input to keeping our processes in alignment with our service philosophy – Easy & Simple. 5. Ensure that SOP is followed for install time and quality Customer Satisfaction 6. Ensure that all necessary actions are taken based on the annual wave of CSAT study at strategic level 7. Speedy and Quality Resolution of Viewing related problems faced by customers(Repeat FR) 8. Responsible for ETA/IMA 9. Input for Capacity Planning and forecasting 10. Responsible for actual available capacity. 11. Acting upon Customer Satisfaction Study reports on a monthly basis and providing necessary input to various delivery teams. 12. Ensure that there are no fraudulent accounts created / installed in the state 13. Etc…Company Description A Leading DTH,Comments Salary- 7.5 Lacs
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases