Job Title: DU Service ManagerLocation: Delhi, IndiaJob Type: Full-TimeDepartment: Account Management / Customer ServiceReporting To: Operation Manager / Team LeaderSalary: 25kMandatory Skills: ExcelJob Summary:We are seeking a proactive and customer-focused DU Service Manager to oversee all aspects of DU telecom service operations. The ideal candidate will be responsible for handling servicerequests, raising trouble tickets (TTs), managing complaints, executing VAS (Value-AddedServices) activities, updating customer documentation, and ensuring prompt resolution ofservice-related issues.Key Responsibilities:Trouble Ticket Management:o Raise, monitor, and follow up on Trouble Tickets (TT) with DU support for quickresolution.o Maintain a log of all open and resolved tickets with relevant timelines andfeedback.Complaint Handling:o Receive, record, and resolve customer complaints professionally and efficiently.o Act as the escalation point for unresolved issues, ensuring customer satisfaction.VAS Activity:o Initiate and manage all Value-Added Services (VAS) requests such as serviceupgrades, downgrades, SIM swaps, roaming activation, and more.o Coordinate with DU AM for process of raising VAS.Customer Document Management:o Collect, verify, and update customer documents and Establishment card.Customer Support:o Provide exceptional support to customers via phone, email.o Educate customers on DU services, plans, offers, and procedures.Service Reporting:o Generate weekly/monthly reports on service activities, issues, and resolutions.o Suggest service improvements based on recurring issues and customer feedback.Internal Coordination:o Liaise with AM, and backend teams to ensure end-to-end service delivery.o Ensure SLA adherence and timely communication.Requirements:Experience in telecom customer service or operations will be preferred.Excellent communication and interpersonal skills.Strong problem-solving and multitasking abilities.Proficient in MS Office (Excel, Word, Outlook) preferred.Bachelors degree (preferred).Preferred Skills:Ability to work under pressure and handle urgent escalations.Strong attention to detail and documentation accuracy.Customer-centric attitude with a commitment to service excellence.Familiarity with UAE telecom regulatory requirements.
