Qualifications

• Bachelor’s degree in business / commercial discipline. MBA added advantage.
  
• A strong understanding of numbers/finance/accounts with excellent MS - Excel skills
  
• 2 to 4 years of customer experience partner management in a busy environment.
  
• Telecom experience will be an added advantage.
  

• Ensure excellent day today service experience for customers aligned to customer experience rules and procedures.
  
• Monitor quality of inbound and service recovery interactions.
  
• Enforce adherence to quality-of-service guidelines and metrics.
  
• Identify and do a root cause analysis (RCA) of call triggers as per call centre trends.
  
• Work with all stake holders to address customer pain points (Vendors, networks and Marketing teams).
  
• Monitor SLA’s for resolution of service downtimes aligned to customer experience rules.
  
• Act as an interface between the call centre and other departments on all customer facing related issues.
  
• Conduct periodic surveys on inbound customers to assess levels of satisfaction.
  
• Follows queries that are escalated by the partners to departments for support so as to ensure prompt resolution of the such queries.
  
• Ensure adherence to process compliance.
  
• Partner management.
  
• Reporting.