Manager - Contact Centre
Bhatia Brothers FZE
Total years of experience :22 years, 3 Months
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Ensuring customer service levels are of the highest standard across all business units through an independent monitoring system and close contact with existing clients
Conducting market and customer satisfaction surveys as required
Creating marketing campaigns in tandem with the sales teams to decide which media and modes of communication can be used
Maintaining and controlling the budget for marketing & Customer Service.
Maintaining a close watch on business unit pricing activity, ensuring maximum yield is obtained and put together a structured yield management program for all business units.
Maintaining competition profiles, awareness of developments in the market related to business of similar nature so that the company continues to apply the most effective policies
Identifying and pursuing both high yield market segments as well as new business opportunities in co-ordination with sales team
Identifying, Analyzing and suggesting relevant networking events to business units to extract maximum mileage
Co-ordinating and executing re-branding and/or publicity with external agencies to ensure that the Company protects its brand and conveys a unified and consistent message to the outside world
Entrusted with the responsibility of setting up Customer Service Department in the Company
Providing expertise and assistance in reviewing the customer service preparedness and developing customer service policy for the company
Developed the Standard Operating Manual and implemented the same for customer services including service Quality Standards across various departments in the company
Entrusted with the responsibility to suggest an effective CRM system for the organization
Ensured that the customer service levels in the company are regularly updated so that service excellence is achieved
Conducted trainings and recommended additional training programmes which will result in delivery of high customer service standards
Analyzed nature of complaints and examined options to handle crisis with respect to customer satisfaction.
Maintained records of all customer service activity pertaining to all departments within the company
Introduced an online platform to conduct yearly Customer Satisfaction Surveys in the company. Developed a standard system to measure and analyze customer satisfaction in the company
Identify and analyze various external customer service awards and nominate Dulsco
Organize the yearly Golf event for the customers
Participated in cross functional projects on process improvement
Key responsibility - Setting up Customer Service Department & Call Center, Aligning Strategies & Systems, Business Development, Revenue Enhancement, Building & Nurturing Partnerships, Empowering & Developing
Entrusted with the responsibility of Setting up Customer Service Department and Call Center from scratch
Identifying training needs & also train the staff to deliver a high standard of Customer Service
Defining & capturing data from Call Centre to generate reports for Sales & Marketing Department
Generating reports to analyze the Deliverables & Need of Customers
Generating & maintaining Leads for the Sales Team
Responsible for ensuring that the customers receive an adequate level of service and assistance with their questions and concerns
Investigating and solving Customer’s problems (these may be more complex or long-standing problems that have been passed over by Sales Department)
Developing feedback and complaints procedures for better Customer Experience
Preparing reports on the progress of the Customer Service department on the monthly basis
Leading and supervising a team of Customer Service staff
Entrusted with the responsibility to develop an effective CRM system for the organization
To enforce a timely and accurate MIS system
SPOC for all customer communication, queries and grievances
To coordinate with accounts for customer receivables
To create and operate communication channels like “Project Updates” with customers
Key responsibility - Aligning Strategies & Systems, Business Development, Revenue Enhancement, Building & Nurturing Partnerships (Channel Partner, Vendors), Empowering & Developing
Team Size - 12 Executives
Handling a customer base of 0.21 Million high ARPU customers
Managing Upsell & Revenue Enhancement and Retentions for the Region
Increasing revenue and Number penetration % of the Prepaid and Postpaid Customers
Upselling various Value added services and Service products to the existing and New customers, resulting in achieving 133% of Upsell Revenue Target (24Mn)
Upsell DST (Dynamic Service Tracker) and PI (Process Index) scores
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