Lead/Assistant Manager - Customer Service (UK Telecom)

Role: - Lead/AM, Customer Service

Industry: Telecoms, Managed IT, Security

Market Place: United Kingdom.

Market Segment: - Business to Consumer, United Kingdom

Nature: After-care operations team management, oversee functions & a large team for a Britain based technology Businesss provisioning, ordering, client success, customer-service day to day, debt- control & all complete customer-lifecycle journey functions for B2C Clients at a whole.

Role Description: -

• Pertaining to this role, youd be a great fit, if you have been actively essaying a senior role in a local UK telecoms related operation or have in the past overseeing a growing team engaged in very detailed functions ranging from after-care, provisioning success, customer-service, & billing functions included.
• As the Lead Customer Experience, you would be directly responsible for proactively creating success in all the after-care functions for a British technology business housed in our local Calcutta office operations including overseeing a team of over 22 highly talented individuals carrying out daily functions from aftercare, provisioning, billing, debt-control, risk-management & complete customer life-cycle journey success.
• This role will entail ensuring highly successful, seamless after-care operations for a large, fast-growing British technology Business.
• This role will also be heavily focused on someone who values & holds a proactive mindset in making company processes succeed, is a brilliant coordinator, believes in creating team & people success & is looking for a top-level change in career to a fast-growing large Business with plenty of scopes to learn, grow & rise to bigger incomes of course.

Role Pre-requisites: -

• Minimum 3 years of experience in a leadership role, handling customer service for International Markets preferably from Tech/Telecoms industry.
• Must have been actively essaying a senior role in a local UK telecoms related operation or have in the past overseeing a growing team engaged in very detailed functions ranging from after-care, provisioning success, customer-service, debt-control, & billing functions included.
• Be able to demonstrate impeccable English & communication skills & skills in the above 4-5 related after-care functions in deep detail.
• Plenty of personality & a real passion for this roles success & creating some very high customer happiness standards day in day out.
• Loads of patience in crunch situations, willingness to fight extra mile for creating company & customer success, creating employee happiness & adherence to company processes will be the key company expectations from this role.
• Must take up role only if willing to be committed for the long term

Key Responsibilities: -

To lead a customer success team of minimum 12 members cross-diving into the core functions which includes but is not limited to: -

1) Provisioning & On-Boarding

Places orders for acquired customers and are responsible for successful completion of customers onboarding journey, including service live checks, hardware config & tests, and liaison with onsite engineers.

2) Customer Success

Deals with day-to-day customer enquiries incoming through various modes of communication including e-mails, calls, and live chat. This includes doing a 360-degree customer success activity, covering faults, billing enquiries, tech help and or account change activity.

5) Billing & Commercial Management

Is responsible for both day to day billing additions, and once a month billing management of the customer base, including revenue assurance, change management whether triggered internally or externally, and audits.

CTC, Bonuses & Rewards: -

Salescom Services Private Limited is an equal opportunity employer. Our operations and company vision are quite niche and heavily focused towards being a massively successful operations engaging in next generation sales, marketing, support, and information technology enabled services & solutions.

CTC for the right person is not pre- defined as such however will be a best match than the local industry for the right person. Come, interview with us, figure out if we both are the right fit for each other, and the rest will follow suit.

Café Facilities, generous leaves, medical insurance paid for, massive exposure to a large, fast growing Britain based technology Businesss local operations & constant re-investments in your skills, training & development will be there to enjoy in this role!

Additional Benefits:

We continue to add several employee-led initiatives in our growth journey & to create suitable happy work environments for our employees who continue to deliver success in their roles consistently, If you demonstrate successful progress, & deliver your KPIs over a reasonable period, you will continue to receive the below & more:

• Birthdays off
• Ongoing training in various areas related to your role, at company cost & vast exposure to
• game-changing technology processes.
• Optional company-sponsored medical cover when you pass probation.
• Seniority Level - Mid-level & Senior

Other Details:

• Location: Sector V, Salt Lake, Kolkata - 700091
• Shift times: 2.15pm to 11.30pm | Monday to Friday | Alt Saturdays till 7.30pm
• Company funded home drop provided.
• Employment Type: Full-time On-site