Relationship Manager- Customer Experience

3 days ago

Delhi Gurugram NCR New Delhi, India Airtel Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Purpose of the Job

  • To handle the complete customer life cycle management of corporate accounts on telecom products like Mobile, FL , DS
  • To ensure end to end service delivery for corporate by agency CRES ; meeting their requirement as per defined TAT and SLA
  • To front end Corporates and ensure nil escalations
  • To ensure regular service camps / coordinator meets to ensure brand visibility at the corporate as well as customer engagement.

Deliverables (Maximum 5-6 key responsibilities)

  • To Ensure 100% service level adherence to business processes
  • To increase Collection Efficiency : 0-60 days (COCP - MO & FL), 60-90 days
  • To enhance the Revenue enhancement -Churn Control (COCP) and Upsell.
  • To manager Manage and up sell existing & new airtel products/services to corporate through its life cycle management process thru the partner team
  • Account Relationship index : (will include parameters like Visit Adherence ,Account Dossier , Complaint per customer ,self care,ebill adoption
  • Reduce Suspense by efficient payment posting & virtual account management
  • Track and monitor on corporate revenue performance of different products/services.
  • Drive virtualization through PFH, Self care and Paperless bill media.

Major Challenges :

Networking and cross functions skills are essential to develop strong circle of influence across the corporate

Environment.

Internally, needs to align direct and indirect function to deliver the desired outcomes based on agreed SLA and

Strategy.

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