Major contract professional
British Telecom
Total years of experience :13 years, 0 Months
Profile Name:= Service Request Management Work Area: Dealing to provide new /modify/cease
the any service to the BT customer. SRM is revenue generation engine wherein
we deal with customer orders to grow our revenue E.g. Customer order 1000
telephone line for their new site or cease 500 existing telephone lines
Purpose Of Role:
To provide very high levels of customer service to UK based customers via Inbound and Outbound service calls. The role requires exceptionally high standard of skills.
Key Responsibilities:
• To receive calls from UK based customers and respond to customer service issues in a professional and efficient manner
• To make outbound service calls to UK based customer in response to service issues or queries
• To handle customer cases which may include queries, orders or complaints and will require making direct voice and written contact with the customer.
• To ensure prompt and accurate response to customer issues.
• To maintain queue levels to agreed SLA targets levels
• To achieve and maintain a good knowledge/capability of BT systems which are used for the role
• To highlight to queue owners, line management and offline support teams any issues that may affect customer satisfaction and share best practice within the team
• To complete/participate in ad-hoc projects to drive efficiencies and improvements in Customer Service.
• To fully support and take guidance from the manager, raising awareness to them of any factors which may affect the performance of individuals or the whole team.
• Share best practice within the team and across the relevant community
• Adhere to relevant shift patterns
• Take responsibility for personal development and drive own performance
Business Impact:
•Functional in scope but deals directly with customer.
Authority/Decision Making:
•Uses judgement to resolve individual issues while adhering to pre-defined process and guidance.
To find the bottlenecks in the order process and manage the workforce along with.
Handling the Quality checks and Driving new business initiatives.
Checking the PSTN or Broadband line issues / outages / fixing appointment with the technician at UK.To excel the growth and the handling of daily process related issues.
To find the bottlenecks in the order process and manage the workforce along with.
Preparing the reports related to clients’ needs and generate the MIS for the month end progress.
Handling the Quality checks and report to the senior Management on daiy basis.
Meeting the daily process related targets and conformation for smooth running of orders.
Marketing of products in trade fairs, corporates and institutions and cross selling of linked services.
Taking care of the promotions and ongoing activities.
Managing the ATL and BTL activities.
Mall activations and site visits.
Cross promotions and upselling
Train the staff and locate the manpower to different activities.
Identify new accounts/new business opportunities/ openings. Maintain mutually beneficial & profitable relationship with business partners.
> Execute competitive plans (for EBO's, MBO's and franchisee) to maximize growth opportunities.
> To gather, analyze and distil data on consumers, retailers, competitors and brands into intelligence that informs/enables new business/account development, annual and monthly sales forecast and effective management of existing accounts..
> To establish high quality relationships with the Channel partners and explore strategic alliances and cross promotions.
> Travelling to onsite inspections and project managing events.Ensuring excellent customer service and quality delivery.
I have passed MBA Programme in first division also have done research in modern business units and their requirments in today's scenario (as my project work).