Job Description
First Time Resolution of complaints/queries hitting touch points and assurance of 100 % customer satisfaction by seeking constant feedback, thereby maintaining successful relationship with the customers.
Coordination with Sales/ IT /Network to resolve customer queries and complaints within defined SLA.
Create & agree on the WO estimate for the next 3 months for each ISP
Plan for week wise requirement of Material & Manpower to meet estimated Wos
Daily coordination & follow-up with field team in order to achieve weekly/monthly targets
Distributor & FSE training for new products & processes/Schemes etc.
Ensure adequate that installers are hired & in the training pipeline to meet requirement of coming weeks. Defective Swap boxes are tagged, stored separately and dispatched regularly to warehouse.
Check availability of materials is in line with WO plan
Monitoring pendency, identify causes and create a time bound recovery plan. Monitor progress.
Joint key dealer visit with Sales counterpart.
Customer visit with installer- observe & coach on quality, identify problems they face & help resolve.
Track & share quality audit results- analyze, set new objective and track progress
Analyze Repeat & within 3 months of installation FR analysis.
Communicate all policies & norms to partner
Create a common understanding (with ISP) of the expected income and what will drive it.
Review ROE every month. Share qualitative feedback with superior.
Check installer kit for tools. Measure installer productivity.
Set improvement targets for weak installers. Seek removal of non improvers.
Check area allocation & time spent on travel by installers.
Teaching installers to identify up sell opportunities for recharge, pack, HD, PVR, etc.,
Provide feedback in the event of activation error, wrong WO creation, discrepancy in returned or received stock
Coordination with Sales/ IT /Network to resolve customer queries and complaints within defined SLA.
Create & agree on the WO estimate for the next 3 months for each ISP
Plan for week wise requirement of Material & Manpower to meet estimated Wos
Daily coordination & follow-up with field team in order to achieve weekly/monthly targets
Distributor & FSE training for new products & processes/Schemes etc.
Ensure adequate that installers are hired & in the training pipeline to meet requirement of coming weeks. Defective Swap boxes are tagged, stored separately and dispatched regularly to warehouse.
Check availability of materials is in line with WO plan
Monitoring pendency, identify causes and create a time bound recovery plan. Monitor progress.
Joint key dealer visit with Sales counterpart.
Customer visit with installer- observe & coach on quality, identify problems they face & help resolve.
Track & share quality audit results- analyze, set new objective and track progress
Analyze Repeat & within 3 months of installation FR analysis.
Communicate all policies & norms to partner
Create a common understanding (with ISP) of the expected income and what will drive it.
Review ROE every month. Share qualitative feedback with superior.
Check installer kit for tools. Measure installer productivity.
Set improvement targets for weak installers. Seek removal of non improvers.
Check area allocation & time spent on travel by installers.
Teaching installers to identify up sell opportunities for recharge, pack, HD, PVR, etc.,
Provide feedback in the event of activation error, wrong WO creation, discrepancy in returned or received stock
Key Skill(s)
About Company
2COMS consulting Private Ltd. started operations in 1999 as a recruitment and staffing solutions company and since then has been successful in placing 5000+ candidates in the top IT and ITES companies.
2COMS has come a long way in a short time span of 20 years, expanding its business from Calcutta to other hubs and increasing its network ever since. At present, 2Coms has offices in Calcutta, Pune, Hyderabad, Siliguri, Guwhati, Jamshedpur and Bhubaneshwar propelled by a team of 60 trained consultants having the right combination of expertise and passion for achieving results making them deliver their best and achieving managerial excellence.
2COMS focuses on verticals like KPO / BPO / IT / Insurance, Banking and Finance / Telecom and Retail Pharma / Sales.
2COMS offers its clients end to end recruitment solutions tailor made to suit all kinds of manpower requirements.
Since its inception, 2COMS, with its domain expertise, enhanced business performance combined by focused insight and innovation, has gained a sound reputation amongst companies in businesses across all industries.
By Formulating effective strategies, we have gained a sound reputation of a premier staffing and recruiting Company, enabling us to attain the leading position in the industry. We are the preferred recruitment partners tomost of our clients. 2COMS efficiently services large-scale recruitment needs of its clients by its focused and integrated approach of flexibility, effective strategy, business expertise and powerful research capabilities.
2COMS has come a long way in a short time span of 20 years, expanding its business from Calcutta to other hubs and increasing its network ever since. At present, 2Coms has offices in Calcutta, Pune, Hyderabad, Siliguri, Guwhati, Jamshedpur and Bhubaneshwar propelled by a team of 60 trained consultants having the right combination of expertise and passion for achieving results making them deliver their best and achieving managerial excellence.
2COMS focuses on verticals like KPO / BPO / IT / Insurance, Banking and Finance / Telecom and Retail Pharma / Sales.
2COMS offers its clients end to end recruitment solutions tailor made to suit all kinds of manpower requirements.
Since its inception, 2COMS, with its domain expertise, enhanced business performance combined by focused insight and innovation, has gained a sound reputation amongst companies in businesses across all industries.
By Formulating effective strategies, we have gained a sound reputation of a premier staffing and recruiting Company, enabling us to attain the leading position in the industry. We are the preferred recruitment partners tomost of our clients. 2COMS efficiently services large-scale recruitment needs of its clients by its focused and integrated approach of flexibility, effective strategy, business expertise and powerful research capabilities.