 Responsible for proper scrutiny and recording of the complaints received from customers. Billing adjustment and bill correction. Heading Customer Care and Billing Related Process Defining. Identifying improvement areas and triggering various strategies to maximize customer satisfaction. Preparation of miscellaneous MIS reports. Training Module Development and Training to Commercial Team. Coordination with Corporate Team.  Dealing escalated Queries.… Show more  Responsible for proper scrutiny and recording of the complaints received from customers. Billing adjustment and bill correction. Heading Customer Care and Billing Related Process Defining. Identifying improvement areas and triggering various strategies to maximize customer satisfaction. Preparation of miscellaneous MIS reports. Training Module Development and Training to Commercial Team. Coordination with Corporate Team.  Dealing escalated Queries. Follow-up of all commercial activities like new connection etc. Error free work in Back office data maintenance. Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level. Provides training to the new employees. Consumer Help Desk & Call Center Management Training to Consumer Service & Call Center associate Show less

 Receiving, channelizing and escalating the consumer complaints. Looking all Commercial & Technical Complaints & Applications. Undertaking surveys related to consumer satisfaction as prescribed intervals. Team member in the special camps organized by the company for resolution of consumer grievances related to billing and providing new connections. Faculty in proving training to the new employees. Documentation of daily MIS reports of Customer Care Backend… Show more  Receiving, channelizing and escalating the consumer complaints. Looking all Commercial & Technical Complaints & Applications. Undertaking surveys related to consumer satisfaction as prescribed intervals. Team member in the special camps organized by the company for resolution of consumer grievances related to billing and providing new connections. Faculty in proving training to the new employees. Documentation of daily MIS reports of Customer Care Backend, Frontend and Cashiers including MIS reports for customer complaints taken by CSR’s Interfacing and co-ordination with various departments and zones.Carrying out the whole settlement process till revenue realization for cases booked under relevant sections of Indian Electricity Act. This includes issuing provisional assessment bills, show cause notices and carrying out the personal hearing etc. Strategy formation for enhancing the revenue recovery which includes formulation of dialer strategies and selective targeting by recovery teams. Handling recovery team on daily basis and preparing the Zonal MIS report on daily basis. To ensure & adhere to the set process of customer service & quality. Implementation of services plans / policies of the organization Show less