Here are the details of Service Recovery Manager job in Airtel. This job or placement paper has been sourced from either company website or newspaper or other media and from students who appeared for this job. User is requested to verify the data before applying for the job.
Business Unit:- Airtel DTH
Job Description:- Acheive Key KPI?s for complaint management i.e SLA, Repeat reduction, Domino reduction and Higher CAR scores Drive Complaint Reduction by doing RCA and planning appropriate action for same Drive Customer Empowerment by increasing Self service penetration thus reducing customer pain Recommend and implement process changes across various processes to improve internal performance on all lead measures and drive initiatives to enhance customer satisfaction. Build of Culture of prevention is better than Cure Use VOC analytics to convey messages across organisations and to help organisation change product & process design basis same. Ensure all customers internal & external are constantly kept informed about all major internal decisions & events Drive SRCust reduction, Non Voice CPC, Outbound CPC & Reduction in Escalations. Proactively reviews all customers? profile & mitigates any exposure through proactive risk strategies so that the SR?s and complaints are reduced in the long term. Identify, implement and seek gains by driving productivity and improvement in various customer service functions including partner controlled operations
Job Profile:- This role is responsible for end to end complaint management for HUB for the DTH business in Telemedia All Queries, Requests, Complaints & Feedback across all functions viz. Sales, Installations, Activations, Services, Repair and maintenance, are captured and Resolved which are later close looped with the Customer. This role is responsible for driving partner to resolve customer complaints within stipulated time and ensure reduction in Complint per customer and repeat complaints. Key parameters to include SLA, repeat, 0 3 repeat, Domino, CAR To improve customer experience on resolution of queries, requests & complaints across HUB thereby leading to improvement in CSMM scores & reducing customer churn. This would take Airtel closer to the vision statement To be loved by more customers
Minimum Experience:- 06 years
Maximum Experience:- 08 years
Bharti airtel Limited is a leading global telecommunications company with operations in 19 countries across Asia and Africa. The company offers mobile voice & data services, fixed line, high speed broadband, IPTV, DTH, turnkey telecom solutions for enterprises and national & international long distance services to carriers. Bharti airtel has been ranked among the six best performing technology companies in the world by BusinessWeek. Bharti airtel had 200 million customers across its operations.
Working at Airtel - Why Should I Join Airtel?:-
Airtel is India’s largest integrated private telecom service provider. Airtel seeking people whose ideas can make a difference, individuals who thrive on the opportunity to think creatively and be empowered to deliver.
Address of Airtel:-
Bharti Airtel Limited
(A Bharti Enterprise)
1, Nelson Mandela Road,
Vasant Kunj, Phase II,
New Delhi – 110 070, India
Tel. No. : +91 11 46666100, +91 11 42666500
Fax No. : +91 11 4166-6137
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