Care Lead-SMB E&L

Care Lead-SMB E&L

2COMS Consulting Private Limited
Mumbai Navi Mumbai
9 - 13 Years
1500000 - 2500000 INR

Job Description

  • Designation:Care Lead-SMB E&L(Permanent Position).
  • Location:Navi Mumbai.
  • Mode of Interview: Telephonic.
  • Qualification: Any graduation, preferably Engineering background ; MBA preferred.

  • Conceptualize and document the service experience for SMB E&L customer segment
  • Execution of Service Design for SMB E&Lsegment on all Enterprise product/ services.
  • Define, improve/ modify processes to resolve issues of SMB E&L customers in digital work ways with minimal physical touch.
  • Identify, design and implement with ISO areas for digital automation for Self-Care via Enterprise Self Care Portal
  • Enable a framework for Query, Request and Complaint resolution within CSD to meet committed Service Level to customers
  • Digital Process creation, deployment and implementation for Care journeys ie troubleshooting, escalation management, complaint management, service recoveryfor SMB E&L segmentaccounts
  • Liaise and work with collection lead on collection management thru CTP process
  • Performance monitoring and performance management to meet service SLAs for support
  • Identify and drive key performance indicator variances to provide uniform care experience
  • Implement all Processes & Policies relating to SMB E&Lsegment service delivery requirements
  • Effective liaison with Sales, Product, SD, SA, ISO and CS functions across geographies and at NHQ for care journey cycle deployment and effectiveness
  • Ensure regulatory and process compliance as relevant to segment from time to time.
  • Create and work on policy, process & experience frame work with proactive care, preventive care, self-care, assisted care and office care inverted pyramid method

Required Candidate profileSkills:
  • Resolve issues of SMB E&L segment customers using Enterprise services.
  • Enable design, creation, and execution end to end care/ service, through the lifecycle of customers engagement.
  • Provide solutions to resolve Customer concerns. To provide Customer Experience across product categories of Mobility, Fixed line, Cloud, Data-devices and International Service products

It is an Indian telecommunications company and wholly owned subsidiary of Reliance Industries.

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