Team Member

**SCOPE OF WORK**:
The scope of work is more than just providing customer service—it’s about ensuring “100% Customer Happiness.” Members of our Customer Happiness Team (CHT) care for our Yotta customers and support them through every step of the SOF-to-Operations process and beyond. Our mission of making a difference in consumers’ experience at Yotta leads to an enthusiastic, rewarding, and team-oriented environment. The three main areas the CHT members (CHTM) will be involved with are:
1. DC Visits

2. Customer Reports for Colo and IT customers

3. Customer Interaction

and a job description for the same would be as under:
**1.** **DC VISITS**

a. Dress code compliance: The CHTM should be attired as per the Yotta policy for customer-facing employees. A light jacket is expected to be worn especially if the visitor and sales team is wearing one.

b. Confidence: The CHTM should have confidence in interacting with visitors, many of whom have multiple years of experience in technology domains, and who sometimes can be very pushy and arrogant. Not all visitors are nice people

c. The CHTM should welcome prospects at the Yotta DC front desk and should be a great conversationalist. The CHTM should ensure that the visitor has a smooth and pleasant registration at the front desk.

d. The CHTM should escort the visitor into the meeting rooms and arrange for refreshments and should also ensure that the sales teams are aware that visitor has entered the premises

e. The CHTM will take full responsibility for the DC tour. Though he/she will not be arranging for transport/meeting rooms/food etc., he/she should be able to check if these have been arranged by the respective teams as per the Tussom request, or as per individual discussions with the sales team.

f. The CHTM should show a good depth of understanding of all components of a DC and know how each component works together to form a complete DC. He/she is not expected to operate any individual equipment or demonstrate its working.

g. The CHTM will, after understanding the requirement, will conduct a tour of the facility with special focus on the visitor’s requirements. The CHTM should be able to take questions from the visitor and answer them. If not, the query should be forwarded to the person capable of answering this.

h. The CHTM should also be able to sit for lunch with the visitors and on the whole, make the visitor have a very pleasant experience at Yotta data centers.

i. After the tour, the CHTM should be able to ensure that appropriate gifts are given, and the feedback via QR code is filled in.

j. Any visitor observations during the tour should be escalated to the respective domain leaders.

k. Right throughout the tour, the CHTM is responsible for DC security, both for visitor and accompanying sales members, and is also responsible for safety of both the DC and the visitors. Any concern should be brought to the attention of senior staff immediately.

**2.** **CUSTOMER REPORTS**

a. There are two types of report generation. The first is a general report for most customers where a standard format is followed and meets the requirement of most customers. The second will be specific to larger customers where the reports are tailor made to their purchase order and are more complex and technical. They type of CHTM could be different in both cases. The CHTM for the second case will need to be technically qualified and having experience to hold such complex customers.

b. The CHTM should be able to prepare monthly, quarterly, or specific reports for all customers. Reports should go out by the date scheduled.

c. The reports will be for both Colocation and IT customers

d. For the report generation, he/she should be able to interact with various teams and HODs to source the required information.

e. The CHTM should also be able to act as a single point of contact with the customer. Customers will call in 24*7. The role is to understand the requirements and ensure that the right department is patched through, and the progress of the request tracked, and the real-time status updated to the customer.

f. The CHTM is required to call or visit the customer and obtain feedback on the report each month.

g. The type/number of customers that each CSTM handles will be decided jointly between CHTM and HOD/EVPITO

**3.** **CUSTOMER EXPERIENCE**

a. The CHTM will be the SPOC for customers. The CHTM will be assisted in this role currently by the senior members of the team, and later on by specialized SMEs. The type/number of customers that each CSTM handles will be decided jointly between CHTM and HOD/EVPITO

b. The CHTM will start interacting with the customer right from the SOF Project stage and ensure that updates on the project status is provided to the customer as per customer expectations and timelines are met.

c. If there are customer escalations, the right departments should be roped in to tackle the escalation and constant feedback should be provided.