Manage relationships with assigned Mid-Market Segment customers by acting as the single point of contact for all service-related requirements.
Conduct regular customer meetings including Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) to ensure consistent engagement and alignment.
Drive end-to-end resolution of customer service issues such as:
- Billing discrepancies
- Link-down/service assurance escalations
- Provisioning delays
- Bad debt recovery and reduction in interactions
Ensure timely provisioning, payment tracking, and complaint resolution within defined TATs & SLAs.
Monitor account performance, identify churn risks, and implement revenue enhancement & upsell strategies.
Lead customer engagement programs like service camps, feedback collection, and brand visibility initiatives.
Ensure accurate and efficient management of QRC (Query, Request, Complaint) processes.
Strong relationship and stakeholder management skills
Good understanding of networking & telecom connectivity solutions
Excellent analytical skills and attention to detail
Effective communication and presentation skills
Hands-on experience with Excel and PowerPoint for reporting and presentations
Strong process orientation and problem-solving ability
Knowledge of QRC management and service assurance
