Function : Customer Experience- Service Operations
Position based at (Location) : Noida
Reports to : Head – Service Operations
- POSITION SUMMARY
The incumbent will be responsible for delivering seamless and superior customer experience across the billing, collections, and dispute resolution lifecycle, ensuring communications done through various touch points for these three verticals are in line with policies alongwith input accuracy, timeliness and effective resolution of customer concerns across service operations touchpoints.
The role will lead and govern both in-house collection teams and external collection agencies while collaborating closely with cross-functional stakeholders to drive operational excellence, customer satisfaction, process compliance, and service quality.
Key responsibilities include overseeing customer interactions and escalations, strengthening billing and collection processes, driving issue resolution,
monitoring service performance, and ensuring adherence to organizational policies and governance standards, while consistently fostering a customer-centric culture.
- PRINCIPAL ACCOUNTABILITIES
- Ensure Completeness of Service recovery i.e. understanding and resolution w.r.t. Customer’s initial Feedback in survey
- Engage with cross-functional teams (Service assurance, CSMs, Billing, IT, Revenue Assurance, Collections team and Payex team) to analyse RCA of detractor customers based on VOC after SRD.
- Identify if there is any need for Process, system fixes and initiate corrections through respective responsible functions and IT.
- Building and shipping periodic MIS to stakeholders (Including Agencies/ Collection Managers) on NPS performance
- Sign off Survey outcomes with Customer Experience/Service assurance team for SLT Decks and reap computations.
- Prepare Management Presentations on monthly NPS performance and ac
📌 Head - Customer Experience & Process Governance (Noida)
🏢 Tata Teleservices
📍 Noida
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