Consultant: Customer Operations
TechMahindra Telecoms Solutions (Subsidiary of Airtel Nigeria LTD)
October 2008 - December 2012 (4 years 3 months)
- Investigating and resolving all complaints escalated to the company via email, letters, fax, walk-in and web, within an agreed service level to ensure customer satisfaction.
- Follow-up on all such complaints escalated from all customer touch points, as backend support.
- Ensure effective products/services support to all customer touch points including staff.
- Conducting customer satisfaction surveys and interviews.
- Writing weekly reports on prevalent complaints on the network.
- Identifying and managing all customer relations issues.
- Writing weekly and monthly reports on trend analysis of queries and network statistics received
- Supervising team members
- Other adhoc functions assigned.