• SQL/Power BI
• Advance Excel 
• Proficiency on MS Office Tools
• Understanding of Churn Control and Quality of Sales
• Understanding of Data Science & Familiarity with research methodologies and design
• Understanding of Customer Complaints
• Understanding of Telecom systems

Resource would be responsible to take care OR support team against following key areas as per the task assignment:

·        Service Management – How to increase customer satisfaction across customer touch point

·        Service Indicators management at different levels

·        Ability of analyze customer concerns, usage behavior, complaints and understand root cause of complaints to identify solutions that improve customer experience

·        Develop improvement plan for the customer service enhancement at Physical & Digital touch points

·        Development and management of complaints management indicators and target management for respective departments

·        Granular analysis of customer usage and dormancy patterns across multiple dimensions to investigate reasons for churn/dissatisfaction

·        Understanding of customer research methodologies and research design

·        Ability to conduct internal/external customer surveys to gauge touch-point experience

·        Ability to assist the team in complex and multilayered research projects related to Customer Satisfaction, Mystery Shopping, Net Promoter Score and Focus Groups

·        Adept at data visualization, preparation of reports, dashboards and journey maps

·        Close coordination and collaboration with departments to manage action plans/projects to enhance customer experience