Hiring For Team Leader – Customer Service role @ ACT Fibernet Chennai

4 - 6 Years

Job Description

ACT Fibernet Is Hiring Team Leader - Customer Service (Voice Process) for Chennai Location.

Purpose of the Role:

Maintains customer satisfaction by providing problem-solving techniques, manage team efficiently, drive quality initiatives while ensuring adherence to organization SLA.

Role Description:

  • Constantly Monitor Requests tickets that have exceeded SLA and coordinate action.
  • Ensure all TAT revisions and expected delays are proactively communicated to customers via respective process to minimize repeat calls from customers
  • Coordinate resolutions on cross functional dependencies - CCR - SD - Community Drive Customer Uptime - Work with branch teams to provide them proper analysis of areas of improvement and follow up with them on proposed action plans
  • Enable and track progress on Element clean up activity (BONU-BONT-CUSTOMER mapping)
  • Drive action on branch walk-ins .Attend to Irate customers as well as support Front office executives n coordinating / handling walk-ins
  • Drive action on prioritizing resolutions on Priority Escalations /Nodal and Appellate tickets
  • Personally visit customers to understand failure points and drive corrective actions
  • Ensure SOPs are defined for all processes and monitor adherence
  • Regularly orient branches on variance and support with effective ways of working - Present RCA on delayed and Wrong rectifications
  • Monitor Interaction quality of Outbound teams to ensure improved C-SAT
  • Liaison between call centre and backend teams to bring down call volumes
  • Share visibility on trends and efficiency of processes vs Customer satisfaction levels

Key Result Areas:

This position will contribute to varying degrees in many of the phases of the customer service department including: Customer Service satisfaction, process improvements, driving quality initiatives, handling entire branch operations, coordination with various departments

Recruitment Specifications:

Graduate/Post Graduate or equivalent

Work Experience

  • 1) Minimum 4-6 years of total work experience & should have relevant experience (Voice process)
  • 2) Minimum 2 years of experience in Managerial / Team Handling role
  • 3) Must possess Strong interpersonal abilities
  • 4) Must have Strong negotiation, communication & presentation skills
  • 5) Should possess good communication.

Please Note:-

1. Your Salary will be based on your previous Salary & overall experience
2. 6 days working and 1 rotational Week Off will be provided.
3. Please make sure that you have all the documents in place and come to the interview with the below documents :-

Pan Card

Aadhar Card
Driving License (Optional)
X Certificate
XII Certificate

UG / Diploma / ITI Certificate.
Relieving letter (For immediate joiners)
Appointment letter from previous company
Last 3 months' salary slip/ Bank statement

Job Location : T Nagar, Chennai

Interested candidates can directly walk in to below mentioned address from 8thFeb to15th Feb'20, between 10:00 AM to 1:00 PM :

Venue Details: Atria Convergence Technologies Limited

ACT Fibernet Ltd, TVH Beliciaa Towers, Tower1, 10th Floor, No: 94, MRC Nagar, Chennai - 600028 Land Mark : ( Behind Sun TV Office )

Reference : MARY (HR)

Perks and Benefits

Best in the Industry depends on your last withdrawn salary and years of experience.

Salary: INR 3,00,000 - 5,50,000 PA.

Industry:Telecom/ ISP

Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Voice

Role:Team Leader -(NonTechnical)


Desired Candidate Profile

Please refer to the Job description above

Company Profile

Atria Convergence Technologies Pvt Ltd

ACT (Atria Convergence Technologies Ltd.) was born out of a vision to become the most admired in-the-home entertainment, education,

Today, we are closer than ever to realising it. Based in Bangalore, we serve a number of cities and towns in Karnataka, Andhra Pradesh, Telangana, Tamil Nadu and Delhi. We are one of the country's most renowned cable and broadband company, bringing state-of the art services to nearly 2 million happy homes:
* Fibernet (Internet over Fiber Optics)
* Digital TV
We offer broadband on optic fiber and our Fiber-To-The-Home technology can carry vast amount of information at speeds up to 1 Gbps. We are currently the largest fiber broadband services provider in the wired broadband category, and the largest non-telco ISP in the country.
Mr. Sunder Raju
Founder : ACT (Atria Convergence Technologies Ltd.)
Our founder, Mr. Sunder Raju, is well respected in the Indian business fraternity and our senior management consists of 30+ professionals from diverse industries like FMCG, Entertainment, Information & Technology, Telecom, and Retail.
View Contact Details+

Recruiter Name:Mary

Contact Company:Atria Convergence Technologies Pvt Ltd