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| Job Location | Mumbai City |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Recruitment Services |
| Functional Area | General / Other Software |
| EmploymentType | Full-time |
Our client is one of the leading telecommunication service providers in the world which is based in Mumbai (Maharashtra) and deals in enterprise business. It offers wide range of services and solutions in various sectors which include Network and Connectivity, Cloud, Media, Security, Mobility and Voice. Job Responsibilities To lead the complaint management vertical for the respective region The objective of this role is to control and monitor performance of customer services served through wireless and wire line network and to achieve Revenue / EBIDTA targets as per business objectives/ plan. Responsible for customer services quality provided through GSM, CDMA, 3G, HSIA, MPLS, NLD, enterprise Services, leased lines, Wi- Fi, WiMax, Cloud/ IDC services and Packet Core Services. To ensure proper and timely technical support with SLA adherence Functional areas Compliant and Escalation handling with customers Ensure support to customers with periodic updates during restoration process (including set up of war rooms) for catastrophic situations Interaction with Network/ NOC/ Field Operations/ Vendors for faster resolution of faults Planned Event (through Work orders) Site Access (with customers) Ensure smooth working of shift team and shift handover Timely response to client (internal & external) queries & enquiries Analyse the complaints and ensure closure within SLA Escalate/ Drive internal/ external stakeholders for faster Resolution of Customer Complaints Provide detailed RFOs (reason for outages) to customers after restorations Employee Engagement Building Resource Capability and the Talent Pool Monitor Performance Management and design Team Development Initiatives to enhance performance Identify training needs and take necessary actions to develop the Complaint management team with help of ASRM by arranging training sessions to new/ existing partner teams on new products and solutions from product teams Technical skills Thorough Telecom Technologies/ Services knowledge Product knowledge will be added advantage Should have relevant operations knowledge Process Improvement / Mapping skills Relationship Management experience and track record Should be able to drive performance by the channel partner Qualification: Post graduate (Computer/ Electronics) with relevant experience in the said domain Experience- 8 to10 years of experience in Customer service/ Complaint Management Domain and Carrier Class Telecom ,
Keyskills :
management sales erviceproviders salesforecasting technicalsupport winningothersover wireline teamdevelopment technicalskills assetmanagement talentpool businessdevelopment trainingneeds leasedlines