MANAGER - CUSTOMER INTERACTION GROUP (TELECOM) Job in Khoj Consultants
MANAGER - CUSTOMER INTERACTION GROUP (TELECOM)
- Chandigarh, Chandigarh
- 6,00,000 per year
- Full-time
Our client is a very large telecom group and you need to be above average to beed. This requirement is for their cellular operations.APPLICANTS MUST BE AN MBA WORKING IN A TELECOM COMPANY IN NORTH INDIA The function if focussed in providing Customer Satisfaction, across all Customer Interactions using processes and Quality tools. The tools used are employee satisfaction and automation to achieve the above. It is also focussed in how to leverage the technological tools like eCRM and Call Centre in order to provide Customer Satisfaction. To coordinate operations of Customer Care, proactive as well as reactive to provide higher levels of Customer Satisfaction. The focus would be on ensuring process adherence as per the laid process. This would happen while delivering resolution to our customers and Self-productivity scores. The emphasis would be on adhering to reduction on inbound calls adopting proactive measures, new processes or re engineering of processes with end result of customer delight both for external as well as internal customers Reduction in Calls/Customer/Month (Post and Pre Paid segment) Coordinating day-to-day activities with outsource in respect to both voice(Postpaid ,Prepaid and outbound) as well as Non voice Ensuring deliverables of outsource agency Facilitate process work flow for outsource to achieve customer satisfaction Providing scope for self-enhancement and development. Maintain high level of self-knowledge. Ensure process adherence as per laid out process. Counselling and motivation of Team members Facilitate in the improvement of Team members. Do Root cause analysis and develop plans to increase outsource support and enhance customer satisfaction
Minimum Requirements
APPLICANTS MUST BE AN MBA WORKING IN A TELECOM COMPANY IN NORTH INDIAVISIT OUR SITE FOR TERMS
QualificationB.B.A, MBA/PGDM
5 to 8 Years
1 Hire
