Principal Consultant at Resource Street
Views:86 Applications:23 Rec. Actions:Recruiter Actions:0
Virtual Service Relationship Manager - Customer Experience Team (1-4 yrs)
Looking to hire, (B.Sc. (IT)/M.Sc.(IT)/BE/B. Tech (IT/E&C/Telecommunication) - Virtual Account Management person in Customer Experience team. The person should have capability to manage Collections, Retention, Backend activities and Revenue enhancement for Business/Enterprise Customers. The position might require marginal field visits, but it will be on exception basis only.
Good English communication is a must
Key Responsibilities:
Manage end-to-end customer relationship primarily on telephonic conversations including but not limited to the following:
1. Installation support - ensuring seamless and hassle free installation and handholding the customer during this period
2. Customer On-Boarding - Welcome Process.
3. Monthly Relationship Call - Health check-up and Feedback.
4. Complaints & Escalation Management - raising SRs, coordinating with respective resolution teams for resolution, monitoring timely resolution, RCA tracking for permanent resolution.
5. Usage Monitoring & Revenue Enhancement including upgrades and upselling managed services.
6. Proactive churn tracking and Retention
7. On-time payments and Collections - will have timely Collection targets and Involuntary churn targets.
8. Account reconciliation
9. Any other matter related to building and maintaining excellent relatiohsnips with mapped customers.
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
