Care Lead-SMB E&L - Mumbai

Care Lead-SMB E&L - Mumbai

2COMS Consulting Private Limited
10 - 15 Years
1500000 - 2500000 INR

Job Description

Position -Care Lead-SMB E&L

Location - Mumbai
Experience - 10 - 15 years

Job Description -

  • 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

Key Result Areas:

  • NPS for SMB E&L segment

  • Collection of dues and PDD management

  • Customer Experience management at digital and physical touch points

  • Reduce customer pain by proactive work flow delivery across digital platforms and

  • Execution of Self Care strategy to enhance digital care channel productivity and related efficiencies

  • SLA delivery as per product guidelines across products in customer life cycle

Educational Qualifications :

  • Any graduation, preferably Engineering background

  • MBA preferred

Telecom with preference / Enterprise care / OTT platforms / Banking & DTH business Industries*

Knowledge & Skills:

Domain knowledge in Telecom/ Enterprise business
Knowledge and understanding of enterprise business products such as MPLS, ILL,ILP, SIP Trunk, Business broadband etc.,

Contact :8309275202
K. Sujata

Lead Recruiter

2COMS is a Human Supply Chain Management company. With over 2500+ employees and more than 7 branches, we offer a wide variety of services, connecting more than 4000 professionals with over 70 clients every day. (WE DO NOT HAVE ANY CHARGES)

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