Team Member - Dispute Resolution-SME

Position : Team Member - Dispute Resolution-SME

Department : CSO

Function : DRT

Position based at (Location) : Mumbai

1. POSITION SUMMARY

• Ensure accurate resolution of customer's billing disputes for SME segment. Explain same to customers and internally to cross functional teams.
• Compute adjustments and obtain requisite approvals as per Delegation of authority for parked disputes.
• Ensure Preventive and Corrective actions for the disputed accounts/links/routes to avoid repeat dispute over same.
• Engaging with cross functional teams and periodic feedback sessions and act as per VOC for preventive checkups to nullify disputes.
• To adhere to the laid processes of DRT and ensure compliances considering TRAI guidelines.

1. PRINCIPAL ACCOUNTABILITIES

• Ensure accurate resolution of customer's billing disputes for SME segment. Explain same to inter and external customers, and to cross functional teams.
• Compute adjustments and obtain requisite approvals as per Delegation of authority for parked disputes.
• Ensure Preventive and Corrective actions for the disputed accounts/links/routes to avoid repeat dispute over same.
• Engaging with cross functional teams and periodic feedback sessions and act as per VOC for preventive checkups to nullify disputes.
• To adhere to the laid processes of DRT and ensure compliances considering TRAI guidelines.

1. TOTAL STAFF CONTROLLED

1. CRITICAL KNOWLEDGE & SKILLS

• Sound knowledge on ICS products (like Azure, MS365, Zoom) & can-do Billing reconciliation of these Cloud products. Certification in ICS would be an edge.
• Good Oral and Written Presentation skills
• Good knowledge and understanding of Excel.
• Ability to analyze and present data for management analysis.

• Good inter-personal and coordination skills.

1. QUALIFICATIONS AND EXPERIENCE