Airtel Customer Service Head – Lead & Transform Customer Experience 2024

post code : 008

About Airtal

Airtal is a pioneering company dedicated to transforming the [industry or market] through innovative solutions and cutting-edge technology. Our mission is to [briefly describe mission or goal], ensuring that our clients receive top-notch services and solutions tailored to their unique needs.

Founded in [year], Airtal has established itself as a leader in [specific area or sector], with a strong focus on [mention key focus areas, e.g., customer satisfaction, technological advancement, sustainability]. Our team of experts brings a wealth of experience and expertise, driving the company’s commitment to excellence and innovation.

At Airtal, we believe in [mention core values or principles], and we strive to [describe what the company aims to achieve or deliver]. Whether you’re looking for [mention key products or services], our goal is to provide unparalleled quality and value.

Discover more about our offerings and how we can help you achieve your goals by visiting our website or contacting us directly.

Introduction to Airtel Customer Service

Airtel, one of India’s leading telecommunications companies, is renowned for its wide range of services, including mobile, broadband, DTH, and enterprise services. Central to Airtel’s success is its commitment to delivering top-notch customer service. The role of a Customer Service Head is critical in ensuring that this commitment is met across various regions.

The position, based in Chennai-Nandambakkam-North, oversees customer service operations across Tamil Nadu, Andhra Pradesh, Telangana, and Kerala. This role is designed for a seasoned professional with substantial experience in managing customer service teams, handling escalations, ensuring compliance, and maintaining data security.

Role Overview

As the Airtel Customer Service Head, the incumbent will be responsible for managing customer service operations in key southern states of India. This role is not just about resolving customer issues but also about proactively improving service delivery and enhancing customer satisfaction.

The Airtel Customer Service Head will play a crucial role in managing the relationship between Airtel and its customers, particularly in the context of handling escalations received from the Reserve Bank of India (RBI). This includes attending monthly and quarterly meetings with RBI officials, providing detailed root cause analysis for any issues raised, and ensuring that all escalations are resolved promptly.

In addition to managing customer service operations, the Airtel Customer Service Head will be responsible for ensuring compliance with underwriting guidelines, legal updates, and data security standards. This role requires a strong understanding of data analysis, as the incumbent will need to interpret and present data insights to drive continuous improvement in service delivery.

Key Responsibilities

1. RBI Escalation Management:
   • Closing Escalations: The Airtel Customer Service Head will be directly responsible for closing any escalations received from the RBI. This includes identifying the root cause of the issue, implementing corrective actions, and ensuring that similar issues do not arise in the future.
   • RCA Sharing: The incumbent must provide a Root Cause Analysis (RCA) to the central team for any escalations received from the RBI. This analysis should be thorough, data-driven, and should include recommendations for preventing similar issues in the future.
   • Stakeholder Follow-Up: The Airtel Customer Service Head will need to follow up with internal stakeholders to ensure that any issues identified in the escalation process are resolved. This requires strong communication and coordination skills, as well as the ability to manage multiple stakeholders effectively.
   • Escalation Tracking: Keeping track of all escalations is a critical aspect of this role. The incumbent will need to maintain detailed records of all escalations, including their status, resolution time, and any corrective actions taken.
2. Team Management:
   • Managing CGOs: The Airtel Customer Service Head will be responsible for managing Customer Grievance Officers (CGOs) across Tamil Nadu, Andhra Pradesh, Telangana, and Kerala. This includes ensuring that CGOs have the resources and support they need to resolve customer issues promptly.
   • Closing CGO Cases: The incumbent must ensure that all cases raised by CGOs are closed within the stipulated TAT. This requires strong time management skills and the ability to prioritize tasks effectively.
   • SR Tracking: Keeping track of CGO-wise Service Requests (SRs) is another key responsibility. The Airtel Customer Service Head will need to ensure that all SRs are tracked, monitored, and closed within the agreed timelines.
   • PJP Plan Submission: The incumbent will be responsible for the timely submission of the team’s Project Job Plan (PJP). This plan should outline the key activities and objectives for the team and should be submitted on time to ensure smooth operations.
   • Audit Preparation: Keeping track of all critical activities, such as freeze removal, for audit purposes is essential. The Airtel Customer Service Head must ensure that all necessary documentation and records are maintained and are readily available for audits.
3. Compliance and Data Security:
   • Underwriting Guidelines: The Airtel Customer Service Head will be responsible for ensuring that all operations comply with underwriting guidelines. This includes reviewing and updating guidelines regularly to ensure that they align with regulatory requirements and best practices.
   • Legal and Compliance Updates: The incumbent must follow and cascade regular updates from the Legal, Compliance, Risk, and Infosec teams. This ensures that all team members are aware of the latest regulatory requirements and are following the necessary procedures.
   • Data Security Monitoring: Monitoring data security arrangements is a critical responsibility of the Airtel Customer Service Head. The incumbent must ensure that all customer data is stored and handled securely, in compliance with data protection regulations.
   • Compliance with Infosec: Ensuring compliance with Infosec standards is another key responsibility. The Airtel Customer Service Head must ensure that all team members are trained on Infosec standards and that these standards are followed in all operations.

Competencies Required

1. Call Centre Operations:
   • The Airtel Customer Service Head should have extensive experience in managing call center operations. This includes overseeing day-to-day operations, managing teams, and ensuring that all customer interactions are handled professionally and efficiently.
2. Escalation Management:
   • Proven experience in managing escalations is essential. The incumbent should have a track record of handling high-level escalations, resolving them effectively, and preventing similar issues from arising in the future.
3. Communication & Presentation Skills:
   • Excellent communication and presentation skills are critical for this role. The Airtel Customer Service Head will need to communicate effectively with stakeholders at all levels, including senior management, customers, and regulatory authorities.
4. Team Management:
   • The incumbent should have over 8 years of experience managing a team. Strong leadership and team-building skills are essential, as the Airtel Customer Service Head will need to motivate and inspire the team to achieve their objectives.
5. Data Analysis:
   • A deep understanding of data analysis is required. The Airtel Customer Service Head should be able to interpret and present data insights to drive decision-making and continuous improvement in service delivery.
6. Passion for Digital:
   • The incumbent should have a strong passion for digital transformation. This includes a keen interest in new technologies and a commitment to leveraging digital tools to improve customer service operations.
7. Compliance & Integrity:
   • A strong commitment to compliance and integrity is essential. The Airtel Customer Service Head must ensure that all operations are conducted in accordance with regulatory requirements and ethical standards.
8. Analysis and Reporting:
   • Proficiency in analysis and reporting is required. The incumbent should be able to generate and interpret reports, identify trends, and make recommendations for improving service delivery.
9. Language Skills:
   • Proficiency in local languages is essential for this role. The Airtel Customer Service Head will need to communicate effectively with regional teams and customers, and language skills will be crucial for this.

Areas of Responsibility

The Airtel Customer Service Head will be responsible for managing customer service operations in the following regions:

• Tamil Nadu: This region is a key market for Airtel, and the Airtel Customer Service Head will need to ensure that all customer service operations are running smoothly. This includes managing CGOs, handling escalations, and ensuring compliance with regulatory requirements.
• Andhra Pradesh: In Andhra Pradesh, the Airtel Customer Service Head will be responsible for overseeing customer service operations, managing the team, and ensuring that all customer issues are resolved promptly.
• Telangana: The incumbent will also be responsible for customer service operations in Telangana. This includes managing CGOs, handling escalations, and ensuring that all operations comply with regulatory standards.
• Kerala: In Kerala, the Airtel Customer Service Head will need to ensure that all customer service operations are running smoothly. This includes managing the team, handling escalations, and ensuring compliance with regulatory requirements.

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Conclusion

The role of Airtel Customer Service Head is a critical one, with significant responsibilities across multiple regions in southern India. The incumbent will need to have a strong background in customer service, compliance, and data analysis, as well as a passion for digital transformation.

This role offers the opportunity to lead a team, manage complex escalations, and ensure that Airtel continues to deliver the high standards of customer service that it is known for. The Airtel Customer Service Head will play a pivotal role in maintaining Airtel’s reputation, ensuring compliance with regulatory standards, and driving continuous improvement in service delivery.l with a strong track record in customer service management.