Relationship Manager- Customer Experience
- Airtel
- 2 - 4 years
- Mumbai
- 2 months ago
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Job Description
To drive and manage end-to-end collection efficiency, retention performance, and customer experience improvement for B2B accounts. The role entails ensuring compliance, reducing churn, and improving net bad debt metrics by leveraging analytics and cross-functional collaboration.
Key Responsibilities:
- Collection: Drive agency performance to ensure timely collections, bad debt recovery, and resolution of customer concerns.
- Churn Control: Collaborate with cross-functional teams using predictive churn models to proactively retain customers.
- Field Compliance: Adhere to their Planned Journey Plan (PJP) and maintain compliance.
- Customer Engagement: Conduct regular account visits to strengthen customer relationships and address concerns.
- Process Compliance: Ensure timely SOA reconciliation, TDS deduction, advance payment postings, and invoice acknowledgements.
- Digital Adoption: Promote usage of the Airtel Thanks for Business app and other digital self-care platforms.
- Cross-functional Coordination: Work closely with Network, Sales, Collections, and Service teams to resolve customer issues and improve retention and service delivery.
Skill sets required:
- Collaboration
- Relationship building
- Ownership
- Good Communication skills
- Solution-oriented mindset
Preferred Candidate
- Experience in customer relationship building, providing solutions to the customers' queries
- Good communication skills
- Know MS-Excel
- Comfortable visiting customers' places to build strong and positive relationships with them
Job Classification
Industry: Telecom / ISPFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Full timeContact Details:
Company: AirtelLocation(s): Mumbai
Keyskills: Communication Skills Excel Churn Management Customer Engagement Customer Experience Relationship Management Customer Retention Client Account Management
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