Service Management Center Specialist

Ensure efficient and high standard of service for Enterprise customers. Maximize customer satisfaction and support the organization in maintaining customer relationship and building customer loyalty.

Primary Responsibilities:

Strategic:

• Work closely with Service Management Centre Manager Centre to prepare strategic initiatives for Customer Care & Order Management
• Monitor and report performance against strategic initiatives
Financial:

• Work closely with Service Management Centre Manager to prepare the budget for Customer Care & Order Management
• Monitor adherence to allocated budget; take corrective course of action in case of deviations

Operational:

• Work on Order Management and Customer Care operations and ensure adherence to the department KPIs
• Handle escalated customer issues, complex or critical customer enquiries or complaints
• Review recurring complaints, take corrective action to ensure complaints are not repeated
• Processing of all high value orders, pending orders and ensure E2E follow with shortest possible processing time
• Act as a single point of contact for the Business Units for queries related to orders, disputes, complaints etc.
• Conduct process and quality compliance checks and ensure timely feedback is shared with the agents and the team leaders
• Prepare Business Performance Reports (BPR) to be shared with departments and management for performance review and action planning
• Regularly review operational processes, policies and practices. Recommend corrective actions to enhance quality of services and sustain customer loyalty
• Undertake execution of any project/ initiative for the department and organization as identified from time-to-time based on business needs

People:

• Ensure timely completion of PMR process for self and the team
• Continuously share the knowledge and understanding of the telecom industry and business trends
• Ensure active participation in employee engagement surveys

• Bachelors’ Degree in Engineering, Business Management or IT.

Experience:

• 2-4 years’ experience in project management in Telecom or a high-tech product environment
• Experience in handling large project teams that include other project managers, Specialists, administrative support and third-party vendors
• Understanding of the customer segments and Telecom products