SAM – AB Job Vacancy in Airtel India Mumbai, Maharashtra – Latest Jobs in Mumbai, Maharashtra

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Full Details :
Company Name : Airtel India
Location : Mumbai, Maharashtra
Position :

Job Description : SAM – AB Requisition ID: 13109
About the Role
Customer Service Management to deliver high quality services.
Service assurance in collaboration with partners and internal teams for various products – Wholesale Voice, Mobile Solutions, and Consumer Business.
Enable business growth by engaging with the Strategic Customers, monitor the service levels.
Engage with the Strategic Customers to understand their business needs and facilitates better service through periodic interactions with sales team.
Key Responsibilities
Customer Service Management:
Customer Life Cycle management of Global Voice Customers with focus on all aspects of Service Management – quality of service monitoring, customer complaint management, supplier management, internal process enhancement etc
Strengthen engagement model to ensure relations at various functions in customer / supplier organization
SLA adherence to all complaints on service quality, network performance, and complaint resolution
Focus on repeat issues, avoid any business loss due to SLA deviations
Lead the Service Review with the Customer, identifying any service gaps and ensuring Action Plans to close. Ensure reporting of Quality of Service reports
Responsible for proactively ensuring quality of service to reduce customer complaints
Customer Experience
Lead the Service Review with the Customer, identifying any service gaps and ensuring Action Plans to close. Ensure reporting of Quality of Service reports and lead
Manage the cross functional teams – NOC / ILD ops / CFM / SMS Hub / STP etc to ensure all SLAs are met
Responsible for proactively ensuring quality of service to reduce customer complaints
Monitor all critical account situation / escalations until closure
Produces critical incident reports for assigned impacted. Customers documenting the incident and suggested corrective actions.
Identify and Deploy Measures to Improve Service Levels:
Acts as the first escalation level for any customer issues.
Facilitate the prompt, effective resolution of all service related issues.
Capture customer issues
Coordinate with product and network team for faster resolution
Ensure process and product adaptation for better service
Provide feedback of the customer expectations to the respective Airtel Business Process owners
Understanding the customer’s strengths and building upon them to deliver value to customers
Undertakes identification of root causes and the development/implementation of associated action plans to maintain/improve customer satisfaction.
Generates and provides customized reports as desired by the assignment clients.
Update the relevant dashboards with requisite data / information.
Driving change through implementation of customized solutions as per customer expectations to enhance customer satisfaction.
Supplier Management
Drive SLAs with partner while ensuring cost efficiency to business and enhance customer satisfaction
Monitor quality of services from suppliers
Identify opportunities to shore up recurring revenue opportunities:
Actively supports in the development of new business initiatives by providing service-related information to assigned accounts
Experience & Skills
Skills Required
Effective collaborative / Engagement capabilities
Effective Communication Skills
Global mindset and cultural sensibility to manage customers from different nationalities
Cross Functional skills
Results orientation
Analytical and problems Solving
Pro- activeness in identifying opportunities and ensuring closure
Act with passion, energy and can do attitude for achieving stretched team goals
Driving critical incident
24X7 availability to manage critical incidents
conducting structured meeting with senior management
Educational Qualifications
Bachelors Degree
Work Experience
At least 4-5 years experience field
Experience in Customer Engagement role
For Employees
Org: Airtel
Designation: Service Account Manager
Experience: 7-10 years
Position Type: permanent
Business Unit: Airtel Business.Mumbai
Location: MH-Mumbai-Interface Building
Department: Customer Experience.Direct Accounts

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