Regional Customer Service Executive

Hiring: Regional Enterprise Customer Care Executive Location: [Chennai / RoTN/Bangalore] Experience: 3–6 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 journey—from 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 3–6 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