Airtel Hiring for MID MARKETING RELATIONSHIP MANAGER

Airtel Hiring Roles and Responsibilities

Corporate service experience –

• Visit at least 2 customers/coordinators per day & Ensure 100% connection of all the accounts in a month
• Maintain and build upon existing relationships with top/senior management of the organization at various levels and growing customers/businesses.
• Reduce complaints of all lines of business / No. of a unique customer complaining
• Drive CSAT for Mobile, fixed line & Data across all processes.
• Facilitate coordination and collaboration across various teams, functions, partners, departments, etc. to improve service and Resolution of cases,
• Churn management

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Digital Adoption –

• Self-enablement with required tools/reports/data to handle customers effectively.
• Self-enablement on training modules and certifications
• All interactions to be captured in ATB
• Ensure 100% of the accounts make payments through digital platforms only
• Conduct MBRs & QBR for all the accounts. MoM to be documented and shared.

Escalation management –

• Escalations are to be resolved and closed loop with the customer on priority.
• RCA to be done
• Preventive and corrective measures are to be taken.
• Ensure zero repeat escalations from the same customer for the same reason.

Collection & Reconciliation –

• Driving 0-60 collections and ensuring zero bad debt
• Quarterly SOA reconciliation and sign-off from all the accounts
• Quarterly Inventory reconciliation on all the products and Circuits

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