Regional Enterprise Service Manager at Airtel

Job description

Service Activation Experience

•     Design service delivery model for all new activations based on customer peculiarities
•     Draft welcome letters and communications to all SME, Corporate, Enterprise customers
•     Work with Key Account Managers to drive Enterprise activations in the assigned zones
•     Own the process of activation, migration and deployment of service once sale has been concluded
•     Weekly report on ES service executives' activities

Service Experience & Assurance

•     Process mapping of ES Executives' to accounts and KPI tracking
•     Process improvement and eradication of bottle necks that affect resolution TAT
•     Ensure ES Service Executives allocated accounts conduct scheduled visits and calls to determine customer needs
•     Visit to customers in cases of disputes/ appreciation

Service Recovery

•     Make recommendations to product owners based on customer behavior through lifecycle reporting and analysis.
•     Strategizing, implementation & controlling various initiatives for customer complaint reduction & retention.
•     Conduct Root cause analysis on customer complaints and highlight insights to the Regional HV Head.
•     Identify customer pain points and review with Process Owners to ensure correctives.

Customer and Service Retention

•     Plan Service Camps targeting top 20/80 accounts within AOP budget
•     Ensuring and driving quality of interactions from all touch points for Enterprise customers.
•     Organise Quarterly ''Thank you'' forums for customer loyalty
•     Conduct surveys to ascertain level of customer satisfaction
•     Regular review of ES service executives' assigned accounts

Collection and Revenue Assurance

•     Drive bill collection within Region
•     Ensure closure of all reconcilliation disputes before the next bill cycle
•     Own process for prompt receipt of vendors' required documentation to reduce delays in bill payments
•     Process approvals for all PTP (Promise To Pay) and ensure customer commitment to agreed dates

Desired Skills and Experience

•     3-5 years of Customer service experience
•     Excellent organizational, communication skills, and attention to detail.
•     Advance proficiency in Microsoft Word and Excel
•     Project management skills will be an advantage
•     Good understanding of the Enterprise business