Requirement: Circle Touch Point Head
Exp: 6-11years
Job Location: Ernakulam / Kochi/ Cochin
Job Description:
-Responsible for customer handholding & quality of service at the RMS / Other customer touch points.
-Responsible for standardization of customer handling processes as per defined norms and SLA & thus bringing about the desired eradication of errors with enhanced C-Sat /Mystery shopping scores.
-Benchmarking Competition and other retail stores & experiences in order to deliver a better experience to walk-in customers.
-Ensure smooth operations with right customer care delivery at RMS and other touch-points & necessary corrective actions basis the feedback received from the customers.
-To reduce repeat customer walk-in at the stores through higher First Time Resolution (FTR) and close looping of customer complaint / query within SLA.
-Ensuring that RMS is equipped with adequate resources (systems with speeds & uptime / Ids / Processes / new launch roll-outs, merchandising material and stocks by coordinating with the Retail Head, Sales Head and MARCOM Head.
-Ensure immediate dissemination, briefing & Training of all Front End personnel for all new product launches / Processes / Systems etc.
-Facilitate Life Cycle Management of Prepaid & Postpaid customers High Value customers.
Note: Those who are conversant in Malayalam only apply.
Eligibility: B.Tech/B.E,LLB, LLM – Law, M.Tech, MBA,PGDM,MCA,PG
Company Name: Reliance Communications Ltd
Company Profile: We are one of the group companies of the Reliance – Anil Dhirubhai Ambani Group (ADAG), one of India’s largest business conglomerates with major interests in financial services, energy, infrastructure and entertainment, besides telecom.
Contact: Tiju Varghese
Send your resume to tiju.k.varghese@relianceada.com
Website: http://www.relianceada.com
Telephone No: 9349391031
