Functions / Responsibilities

Who are we?

A true Indian MNC, operating out of 17 countries across Asia and Africa, we serve one in every 25 people on this planet. We aim to work towards our vision, driven by our values of AIR - Alive, Inclusive and Respectful. Being the world’s 3rd largest telecom service provider, we believe in providing our employees with an inspiring and motivating environment.

Purpose of the Job:

• Build a one-to-one relationship with the SAM customers based on an understanding of customers, business environment.


• The role involves going beyond brand building for AES products/ services and adding value to AES business by creating a personal, holistic and integrated service experience for the customer.

What will you do?

• Implementation the CSM (Client Service Management) Organization& SAM Strategy for the Airtel Enterprise Services with the Customers.


• Implementation of Network Performance Measures & Undertake Periodic Reviews of Customer network Performance


• Identify and Deploy Measures to Improve Service Levels


• Develop & Nurture Relationships with relevant people at Client Organization.


• Identify opportunities to shore up recurring revenue opportunities

Major Challenges:

The SAM has and end-to-end responsibility of owing customer service relationships. There are currently 100 top group accounts identified which contribute to 70% of the Airtel Enterprise Service revenues. This makes the role of SAM vertical very crucial for ensuring a positive image of Airtel with key corporate clients as well as ensure high levels of satisfaction – considering that the relationship management would play a very important role in up selling of new services etc as well as retaining the existing business.

The challenges thrown in this scenario:

• Maintaining consistent high service levels


• Maintaining the service delivery commitments.


• Retaining a customer with CLCM

 

Our Culture Code

All work and no play isn’t how we do things at Airtel. Here, innovation is a way of life and we believe that a dynamic and friendly environment helps our employees strike a healthy work-life balance. In fact, a defining characteristic of life at Airtel is a fun, youthful and vibrant work culture

You are an ideal FIT if you have

• Customer Focus and Customer first attitude


• Reasonable Commercial, process and Business Awareness


• Perseverance and go getter attitude.


• Collaborative relationships building & working


• Effective Communication and Impact


• Self-Management and Personal Development.

Qualification & Experience

Must Have: 6- 8 years of technical operations and Customer Facing experience.

Must Have:--Engineering degree with MBA (Desirable) or Diploma / Engineering degree (Essential)

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