Head Service Experience

5 days ago

Gurgaon, Haryana, India Airtel Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Head Service Experience ( Broadband - Non Network)

  • Eliminate failures leading to poor experience – bringing down customer's interactions across all channels.
  • Digitizing customers' life cycle journeys to increase self-serve, therefore bring down interactions at assisted channels.
  • Manage Experience & GTM for new system integration (BSS, OSS, FX, NMS, etc) and any product launch
  • Continuous audit/review CLM journeys & to optimize them by digitizing & eliminating defects
  • SOP & SLA adherence of customers' requests (SRs, Orders, etc)
  • Manage service communication – Enable relevant KCIs on channels, integrate them with CLM, ensure DLT registration, etc
  • Cost optimization for managed partners by automating process
  • Driving auto heal by ensuring data quality management across systems
  • Readiness at Service Portal, Airtel thanks App, Touch point & GTM for everything happening in the business
  • Tracking & reporting of relevant KPIs.

We are a fun-loving, energetic and fast growing company that breathes innovation. We strive to give an unparalleled experience to our customers and win them for life. One in every 24 people on this planet is served by Airtel.

Here, we put our customers at the heart of everything we do. We encourage our people to push boundaries and evolve from skilled professionals of today to risk-taking entrepreneurs of tomorrow.

We hire people from every realm and offer them opportunities that encourage individual and professional growth. We are always looking for people who are thinkers & doers; people with passion, curiosity & conviction; people who are eager to break away from conventional roles and do 'jobs never done before' .

Experience LevelExecutive Level

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