Organization : Hathway Cable & Datacom Ltd
Designation : Relationship Manager
ROLES AND RESPONSIBILITIES:
- Maintaining the Document and following with team to get the new Migrations and faster closure and archive our target with in SLA. Before and after the migration activity checking with OFF SHORE Engineers and ensure the reachability of network connectivity
- Approach to handle customer relationship which aims at minimizing cost on customer acquisition, customer interaction, efficient customer service, high overall Customer satisfaction, increase rate of customer retention.
- Should handling 100+ communities accounts.
- Collecting information about customers services and payment issue, analyzing the information for reducing issues, using the information for improving customer service and making business more efficient are important features
- Making Good relationship between organization & Client. Handling customer Technical complaints & Non-Technical complaints Closing All SRs with in the SLA.
- Being a central point of information for business relationship relate matters. Identifying, acquiring, developing and maintaining customer relationships.
- Delivering excellent customer service.
- Maintaining up to date knowledge of competitor activity, products and services.
- Measuring customer satisfaction levels.
- Ensure churn is under control and achieved churn target. Answering product related questions from customers.
- Keeping in touch with customers through personal visits, telephone calls and correspondence.
- Taking on complex customer issues and resolving them.
- Based on customer relationship we received the new orders from existing customer and coordinating with Sales till closure.
- Ensured CSAT score was always at 98% for my customers.
- Handling all New & Pending SRs
- Follow up NOC/ SOC/ I & R /TN Technology /Business for faster resolution and SR closure.
- Handhold the customer during the OUTAGE / FIBER CUT.
- Should handing 100+ SR per Day
- Analyzing/ escalating Repeat issues to provide stable connection.
Preferred From : Telecom & Banking background
Required time to join: Immediate or 15 Days of Notice
CTC: 5 to 8 LPA NEG
Work Location : Nungambakkam, Chennai
Salary: INR 5,00,000 - 8,00,000 P.A.
Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category:Senior Management
Role:Service Delivery Leader
Employment Type:Permanent Job, Full Time
Desired Candidate Profile
Hathway Cable and Datacom Ltd.