Be single point of contact for large priority customers for all customer service issues, pertaining post implementation.

All repeat complaint customers from priority customer to be tracked and addressed and all accounts to be visited regularly as may be required.

Follow-up initiation for resolution with respective teams at back-end. SM has to voice out all customer service issues, internally with our back-end and ensure resolution for better experience.

SLA / Performance tracking. Monitoring all dockets opened. Preparing performance report. Tracking repeat complaints. Identifing SPOF and work on reducing them and do the network optimization for improved MTTR.

Coordination with NAM / Channel Sales Manager - 100% MoM sharing with NAM/CSM, Periodic Meetings, Monthly Review Meetings with customers on the performance of the network. Retention - Proactive Disconnect assessment of Priority Accounts need to be aware and try to generate new business leads.

Be totally aware of the customer corporate structure and mapping at all levels. Should share with customer all new development and initiative of VSNL, which are done for improving customer service.