Customer Support Officer

Job Description-

• Act as the single point of contact for Business-Critical Customer representing Customers voice (VOC) inside Tata Communications organization
• Responsible for end-to-end post implementation support for enterprise customers of all international geographies during customer life cycle.
• Responsible for execution of customer engagement strategy and identify opportunity within customer’s organization throughout its life cycle
• Responsible for Inventory reconciliation of all customers
• Responsible for timely notifications to be sent to customers during planned event
• Responsible to conduct monthly/quarterly review on Service Performance and to act as per sales strategy
• Drive support functions to provide better up time for all billing circuits of the customers
• Responsible for SLA management Process for credit claims raised by Customers as per agreement
• Create customer specific improvement projects for Continual Experience Improvement
• Responsible for liaising with internal teams to provide timely resolution to the customer for their issues & further help bridge process gaps
• Conduct regular meetings and performance reviews with various touch-points across the customer organization to collate feedback and improvement opportunities.
• Document and ensure timely delivery of monthly service performance reports to customers.
• Generate leads for Sales by introducing new products during reviews and by regular utilization monitoring
• Introduce reference customers for Tata Comm from dedicated regions
• Upsell and Cross sell as per the requirement and usage of customers
• Contribute in productizing new products / initiatives within the organization
• Manage Customer life cycle
• Enhance Net Promotor Score with improvements in engagement programs and adapts best practices across the globe.
• Support business enhancement/ retention and reduce churn
• Visit Customers / Vendors at different parts of globe for Capacity meets, Service Review meetings to cover product & customer care related issues.
• Managing C-Sat survey based on VOC for Data and Voice – Wholesale and Retail Voice Business.
• Churn mgmt. : The CSM is required to come up with a clear renewal and retention strategy for the allocated account/s and orchestrate the execution of the strategy leveraging the larger TCL set of stakeholders across functions. The objective is to proactively retain the customer and ensure churn mitigation through a combination of minimal erosion and service and consumption expansion.   Some oppertunities may be handed to Account Mgmt teams to close depending on quaification. (eg. technology migration laden renewals or those that involve public sector / government tendering / RFPs).