Assume overall responsibility for ensuring 99.99% Customer Uptime
Attend customer complaints on field and give quality resolution within the TAT
Provide timely resolution of technical complaints through analysis/ trouble shooting
Monitor NMS through SMS/ mails and take appropriate action based on the events
Analyze repeat complaints and ensure implementation of corrective measures through escalations if required
Avoid Churn of customers through better service within the SLA or Commitment
Responsible for process adherence
Provide structured feedback to management to provide permanent solutions to improve service level
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