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Service Delivery Manager

4 months ago

Jaipur, India Growspace M2M Service Provider Full time

This is a leadership role where the hired person will be accountable for delivering Wow Experience to our customers. The person will be the face for all kinds of Service-related issues of the key customer accounts.

The person will be leading a team of Support Executives to perform day-to-day activities around SIM activations, SIM inventory management, MIS, troubleshooting network-related issues by coordinating with Telecom vendors, etc. 


Responsibilities

  • Lead a team of Customer Support executives to address service requests from customers and ensure timely completion
  • Be accountable for resolving service requests in pre-defined TAT by coordinating with internal teams, representatives from customer teams as well as Telecom vendors.
  • Conduct regular, proactive follow-ups with customers to ensure satisfaction and address any outstanding issues.
  • Improve existing SOPs and create new ones for various processes.
  • Work with the Product team recommending new feature developments to automate most processes 


Qualifications

  • 4-5+ years experience in UAT or Customer Support roles
  • Prior experience working in Telocs or related IoT companies is strongly preferred


Personality Traits

  • Ambitious with a strong hunger to grow in career roles
  • Strong organizational skills with the ability to multi-task and prioritize well in a fast-paced, dynamic work environment