Regional Customer Service Executive

Hiring: Regional Enterprise Customer Care Executive

Location: [Chennai / RoTN/Bangalore]

Experience: 36 Years

Industry: Telecom | Enterprise Connectivity | B2B

About the Role

We are looking for a Regional Enterprise Customer Care Executive who will own the complete enterprise customer journeyfrom order acknowledgement to service delivery, issue resolution, retention, and revenue growth.

This is a high-ownership, customer-facing role where you will act as the Single Point of Contact (SPOC) for enterprise customers and collaborate closely with Sales, Network, IT, and Finance teams.

Key Responsibilities

Enterprise Customer Onboarding

• Conduct structured onboarding post activation
• Meet all ILL (Internet Leased Line) customers within 30 days
• Explain SLAs, escalation matrix, and support model
• Establish long-term relationship ownership

End-to-End Service Delivery Ownership

• Acknowledge orders formally and confirm ownership
• Track survey, provisioning & activation milestones
• Ensure SLA-driven delivery timelines
• Coordinate with Network & IT teams

Issue Resolution & Escalation Management

• Act as SPOC for all enterprise accounts
• Own tickets from logging to final closure
• Ensure proactive communication & SLA adherence
• Drive RCA to prevent repeat issues

Customer Retention & Churn Control

• Monitor SLA breaches & repeat complaints
• Conduct regular customer health check-ins
• Execute churn prevention strategies
• Document churn with root-cause insights

Revenue Growth

• Identify upgrade & cross-sell opportunities
• Support renewals & commercial discussions
• Drive incremental revenue from existing accounts

Ideal Candidate Profile

• 36 years in Enterprise Customer Care / Service Delivery / B2B Telecom
• Exposure to:
• Internet Leased Lines (ILL)
• MPLS / MLL / SD-WAN
• Enterprise connectivity services
• Strong SLA management & cross-functional coordination experience
• Experience handling enterprise escalations
• Excellent communication & stakeholder management skills
• Commercial awareness with customer-first mindset