Hiring for SAM - AB Bengaluru for Exp. 6 - 8 Years at Bharti Airtel Limited.

  • Esteemed client of Orion TrueTech Services India
  • Indore, Madhya Pradesh, India
  • May 14, 2018
Full time IT / Telecommunication Jobs

Job Description

Job Description:Purpose of the Job To build a long lasting relationship with the AB customers and ensure customer delight by exceeding customer expectations, and enhancing customer experience with AB resulting in revenue retention and revenue enhancement Deliverables (Maximum 5-6 key responsibilities) Revenue Enhancement -- Actively supports in the development of new business initiatives by providing service-related information to assigned accounts. Protects revenue thru proactive churn control and promotes new products and upgrades by Up / cross sell . Effective Client engagement - Ensure deployment and implementation of activities towards providing a better support to the AB accounts being handled. Acts as one of the trusted network consultant for customers. Analyse the key performance measures and service levels, identify root cause and report the same to Vertical Head CSM Keep abreast of changes in the company and surrounding environment to anticipate the possible opportunities. Monitors competition activities within the account and develops action plan to counter the same. NPS (Data )- Owns the overall service relationship between Airtel and the assigned accounts. Coordinate all after sales support activities and develop trusted collaborative relationship with clients. Develop Strategic and tactical Account Plans for each assigned customer or prospect,. Captures customer feedback and Take proactive steps to establish relationships with key customer contacts and improves Net promoter Score card in given set of accounts. Network Performance Measures &amp Undertake Periodic Reviews of Customer network Performance- Produce relevant Quality of Service reports and lead/manage the Service Review with the Customer, identifying any service gaps and producing Action Plans to close. Undertakes pro-active reviews of the allocated accounts and account performance to identify areas of improvement. Provides SIP from time to time. Monitors all critical account situation / escalations until resolution. Produces critical incident reports for assigned impacted Customers documenting the incident and suggested corrective actions . Provide detailed management reports as required by the CSM vertical. Identify and Deploy Measures to Improve Service Levels Acts as the customers interface . Facilitate the prompt, effective resolution of all service related issues. Capture customer pain points 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 AB process owners Understanding the customers 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. Major Challenges: Dependency on the network structure. Dependency on factories and CFM for closures Shared: Decisions reached jointly with peers on a collective basis -The SAM needs to act like the voice of the customer and hence have to play a active role in decision making. Contributory: Makes a major contribution to a decision or policy judgment reached by others The SAM is a contributor to the decision making as he is also responsible for the revenue retention and enhancement in the account. Demostrate (Key competencies) Enterprising and entrepreneurial Teamwork and collaboration Results orientation Analytical and problems Solving Networking and inter-personal skills Consulting, Facilitation and Selling skills Commercial Acumen " />