Associate Emerging Services Operations (Outsource)

Job Objective

Performance management: Prepare and present management reports, highlighting key sales, claims, complaints and support metrics, trends and performance indicators.

Analysis and support: Conducting gap analysis by listening to sales call, mystery shopping, gathering findings and implementing initiatives such as incentive, campaigns etc. to drive improvement.

Complaint handling: Collaborating with call center, internal teams and external teams to resolve customer’s query, complaints and disputes within SLAs.

Training and development: Designing and conducting trainings for internal and external sales and support teams and monitoring the impact of such trainings. 

Qualification & Experience

Bachelor’s degree in Marketing or any other relevant field.

Min 3 yrs of overall experience in telecom sales and support or customer experience is required.

The position will be hired through our outsource partner.