Customer Relationship Management (CRM)

Job Title : DU Service Manager

Location : Delhi, India

Job Type : Full-Time

Department : Account Management / Customer Service

Reporting To : Operation Manager / Team Leader

Salary : 25k

Mandatory Skills : Excel

Job 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 service

requests, raising trouble tickets (TTs), managing complaints, executing VAS (Value-Added

Services) activities, updating customer documentation, and ensuring prompt resolution of

service-related issues.

Key Responsibilities :

Trouble Ticket Management :

o Raise, monitor, and follow up on Trouble Tickets (TT) with DU support for quick

resolution.

o Maintain a log of all open and resolved tickets with relevant timelines and

feedback.

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 service

upgrades, 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.