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Customer Relationship Management

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  • IT
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Job Details

Single point of contact for the Renewal business, payment collection and any commercial change in existing service/contract for a set of accounts and also for the customer engagement in terms of provisioning, billing issues.Touch base to all allocated customer for payment and Payment collection against given targets.Ensure effective relationship management in accounts and build trusted relationship with the clientTo oversee all existing IDC renewal business within a given Industry and/or Account, ensuring that they are renewed on time, to budget and to the satisfaction of the customer and ensuring that the delivery of the project is profitable to IDC.Ensuring all Renewal related activities and renewal of all provisioned services on timeTo process all the service deactivation/cancellation request received from client end (based on contractual commitment)To process SCF (service change form) and take necessary action for all the customer request related to change in service, service upgrade/downgrade, Rate revision, consolidation of services, name change. As per requirements preparing proposals and SOFs for customersEnsure high quality of sales customer retention & growth on expected linesIdentify the qualified contact and escalation matrix for renewal and payment processCommunicating with the Account Manager, Product Team and Commercial dept regarding renewal costing/pricing for the offerings and for any change in service/rateUnderstanding the dispute, effectively escalate the same to concerned Department (AM/Billing/Support) and Dispute resolution in specific time frameIdentifying and preparing CNAFInitiating Notices for undisputed paymentsInitiating temporary suspension of services due to non-payment and corresponding follow-ups till closureInitiating Legal Action and corresponding transaction under specific time frameCoordination with Netmagic legal team and 3rd party lawyer for legal actionsMinimize Outstanding and wiping of Bad Debts.Preparing dashboards, weekly reports with perfection and in a stipulated time frame.Secondary ResponsibilitiesCustomer satisfaction in specific time frame and value addition (smooth coordination).To keep control on the ageing of the outstandingMaintaining the various reports so that the same can be produced as and when required by management
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 4-7


Accounting/Financial Products | Direct/Commission Sales | Relationship/Account Servicing | Retail Sales
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