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Sr. Customer Service Executive - Service Assurance - 22001

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Date: 14-Nov-2021

Location: New Delhi, India

Company: Tata Communications

Job Description

Top customers service assurance faults to be prioritize for resolutions.
Drive Voice of customer within system for permanently fix of issues and actioned by various team (NOC team / Field team / Service excellence team.
Customer end related issues to be resolved through customer facing team of Vodafone.
Identification of critical customers for pro-active service audit and SIP prioritization through service excellence and quality team for top customers
Circle customer experience manager to Join customer meetings for top customers alongwith VIL service assurance team to capture customer inputs and work towards resolution on customers issue.
Drive NPS for Vodafone customers alongwith VIL SA Team.
Handling Escalation Management.
Competition view and Identification of best practices and customer case studies  
Reports, Analysis and identification of actions to improve Service performance.

Purpose - Broad objective of the role

Operating Network - Key External

Operating Network - Key Internal

Size and Scope of Role - Financial

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Size and Scope of Role - Other size parameters

Minimum qualification & experience

Other knowledge/skills

Key Responsibilities

Technical Competencies

Knowledge / Skills

Communication Skills

Job Segment: Customer Service