Job Discription :
The role of CRM is to be a single point of contact for the respective NA or KA and ensure timely collections and total customer satisfaction.
Responsibility –
Each CRM shall ensure timely delivery of bills to the Payment Authority at the customer’s end
CRM shall regularly call customers to explain bills, resolve billing issues if any
CRM shall follow up with the Service Assurance / Service Delivery / Commercial / DAKC teams for resolution of all issues.
CRM shall also provide the required documents viz. Summary sheets, Copy of PO, service location details, etc depending on respective customer’s requirement.
CRM shall be responsible for the FTB issue resolution and collection for his / her accounts.
CRM shall take and follow-up on the PTPs from the customers.
Each CRM will record and be aware of the process of bill approval / cheque signing at the customer’s end.
CRM has to ensure timely payments from all accounts allocated to him / her. No account should have an outstanding more that the Credit period agreed in the PO.
CRM will ensure that all new CAFs belonging to their customers are correctly entered in the Selectica / Billing to minimize Billing errors.
CRM will maintain a copy of all POs / CAF / FA for any dispute resolution at a later date.
The CRMs shall have joint visits with the KAM / ASM in case of critical cases.
The CRM shall also help to provide KAM / ASM with customer usage data / collection history / payment pattern to help suggest rate plan / products for new sales and especially during PO renewal.
The Manual billing cases eg. IDC, IPLC & PPU shall also be handled by the local CRM with the help of the DAKC teams
B.E / MBA
People management skills.
Excellent customer management skills
High level of customer centric approach towards handling bad debts
Exposure to Revenue assurance / collections in telecom would be added advantage.
4 - 7
PERSPECTIVE
KRA
Financial
Ensure DBO not greater than 60 days in the market.
Monthly NA/KA accounts Target are met.
Meet the FTB targets set month on month.
Customer
Providing clean bills to customers for easy processing and timely payments.
To ensure all customer requests w.r.t any rate plan change etc is integrated back into the system for clean output of bills.
Giving personalized services to customer for f’up, bill delivery, payment pick-up etc. All this to increase customer satisfaction and increased business return.
Process/ Innovation
Ensure FTB process is adhered to.
Ensure Bill Delivery process is adhered to.
Be innovative in introducing new process to improve overall performance
People
Be a great team player.
Society
Project
As given from time to time.
KNOWLEDGE
1 Excellent Communication Skills
2 Thorough knowledge of Microsoft Office
3 Excellent telecom knowledge
4 Good knowledge on telecom billing
TECHNICAL SKILLS
1 Fair knowledge of telecom flow of activitie
ATTRIBUTES / CAPABILITIES
1 Customer handling skills
2 Disciplined, Organized and focused
3 Logical and result oriented
4 Good Team player
Salary Package : Upto 12 Lacks PA
