Customer Support Manager

5 - 7 Years

Job Description

Primary responsibility is to improve overall customer service experience, ensure high level of customer satisfaction and zero churn due to service related reason.
Timely churn prediction, tracking RCA, SIP and ensuring retention. Target - 1) Ensuring zero churn due to service. 2) 100% accurate churn prediction & customer retention 3) Publishing monthly churn prediction and retention reports.
Identification of DSAT customers through proactive as well as reactive approach and Conversion of all identified DSAT customer to satisfied customer. Target 1) Closure of 100% DSAT cases to CSAT within 30 days. 2) Publishing DSAT RCA, SIP, timelines, closure reports.
Ensuring high Customer Satisfaction. Target - Average Monthly CSAT Rating 9 & above (on scale of 1 to 10 where 10 is the highest).
Handling complex & escalated customer service issues reported by customer / business and tracking satisfactory closure. Taking ownership of customers issues, keeping customer updated on progress, plan and track timely resolution. Target - Monthly cases escalated to HO level on account of service / support related reasons should not exceed 0.5%.
Generating references through high customer satisfaction. Target At least 1 written / video customer testimonial from each customer during the year.
Periodic Service, SLA / Tech-check review meetings with customers (once in a month for large, once in quarter for medium and once in a year for small customers) Target - Adherence to service review schedule and circulation of minutes of meeting with action points, time lines and responsibility to customer, CRM and HO support. Tracking and closure of 100% actionable items as per schedule with updates to customer.
oversee the achievement and maintenance of agreed customer service levels and standards.
Publish monthly report on achievement against target.

Salary: Not Disclosed by Recruiter

Industry:Telecom/ ISP

Functional Area:IT Hardware, Technical Support, Telecom Engineering

Role Category:Technical Support

Role:Customer Support Engineer/Technician

Employment Type:Permanent Job, Full Time


Desired Candidate Profile

Please refer to the Job description above

Company Profile

Tikona Infinet Pvt Ltd

Tikona Infinet Limited is engaged in building the next generation wireless broadband services for home and enterprise customers in India. Tikona has an all India class A ISP license granted by the Ministry of Communications, Govt. of India, for this purpose. Tikona envisions a powerful -Broadband enabled India and will make all possible contribution to make this happen. Tikona would also be building a comprehensive services framework that can deliver leading edge voice, video, IT applications and multimedia content services over any broadband or IP centric network. Such a framework can be outsourced by service providers globally, who desire to offer next generation services to their customers. Tikona has engaged the best in class technology partners to build the required capability frameworks. Tikona was founded in mid 2008 by veterans from the telecom industry, who have built some of the largest networks in India for mobile, enterprise, broadband and DTH services. Tikona is adequately funded by top end global investors and is committed to comply with the highest standards of corporate governance.
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Contact Company:Tikona Infinet Pvt Ltd