Customer Service Manager

• Customer Support Internet Leased Line/Enterprise Broadband

1. Handling Customer support for the region - Bangalore
2. CSat feedback / Techcheck of 100% customers
3. Overall customer satisfaction more than 9 on scale 1 to 10.
4. Conversion of 100% DSat customers to Csat, RCA /SIP/ Customer handling of 100% DSat customers to ensure zero customer DSat
5. Accurate Churn prediction and 100% retentioN
6. Zero churn on account of service issues.
7. 100% compliance on SLA review process & forwarding SLA feedback report with suggested action plan before 30th of every month. SLA Feedback Action Plan tracking & Closure based on targets defined.
8. Written Customer Testimonial from IT Head / Top Management for 100% customers
9. Video Testimonials from all major customers.
10. No Customer Escalation / Complaint at HO
11. Customer satisfaction on the Escalation Support during critical issues
12. Logging complaint based on escalation levels
13. Enabling support to sales team on escalation.

• Operations

1. Handling Technical Operation with Enterprise Support /VPN / O&M / RF NOC/NNOC
2. Post Installation Support. Meeting Call Closure parameters On MTTR, Call resolution etc.
3. Response to Support desk Mails / HO wired & wireless teams with the required details - Timely Feasibility on Wired / Wireless - 100% POP uptime and Backbone/ Customer links maintenance with higher uptime. Regulatory - Collection of Declaration Letters from HO Customers - Regulatory - Carrying out Audit each internet / VPN customer

• Technical

Router / Firewall/Switch

Hands on configuration/troubleshooting Experience Router/firewall /routing /switching protocol and etc.,

ISP Media Experience

RF/OFC

Hands on experience on RF links & OFC links

• Reports

Daily /Weekly/Monthly

Report generation on handling operations.

Material In/ Out tracking

maintaining material in / out movements.

Material In/ Out tracking

• Project Implementation

Handling New Projects - Up gradation - Co-ordination with HO project /Implementation team / customer / Delivery

New Project implementation at field level Timely completion of the project - Timely Installations at central site & at remote locations-I-note collection -Duly signed I-note handing-over to HO-Implementation team on the same day - Customer satisfaction & appreciation on regional project coordination.

Field Operations

Handling customer in field based on escalations

Field visit to be enable at customer end in case of any critical escalations.