Service Centre Advisor

3 weeks ago


Bengaluru, India Multi Recruit Full time

**Key Responsibilities**

**Call Reception and Ticket Logging:2. Level 1 triage**

**Responsible for**:

- Ensuring calls are answered professionally.
- Ensuring that the relevant information is collected, and the correct level of priority is agreed with the customer
- Connect reference number is provided to the customer and the customer reference number, where applicable is supplied to the company
- Where possible carry out level 1 triage for the ticket and ensure that the ticket is assigned to the correct engineer and made aware there is a new ticket assigned to them

**SLA Management**:
**Responsible for**:
Ensuring that appropriate attention is paid to P1s

a) TPMs engaged immediately for engineer dispatch to site where applicable

b) Customer is forwarded to an engineer for possible remote fix

Ensuring that all tickets are managed in line with SLAs

**Jeopardy Management**:
**Responsible for**:

- Ensuring that the ticket is managed in line with company’s jeopardy management process
- Escalation Management:

- Responsible for:

- Ensuring that the ticket is escalated appropriately in line with company’s escalation process
- Provide 1st line escalation to customers and channels (referring to Jeopardy and Escalation Manager)
- Provide 1st line escalation into TPM (referring to Jeopardy and Escalation Manager)
- Responsible for advising Service Centre Manager of any missing information in the knowledge database

**Communication**

**Responsible for**:

- Customer Communication
- Ensuring that the customer is updated regularly throughout the duration of the ticket
- Ensuring the quality of ticket input is of a high standard
- Ensuring that key internal contacts are advised of any issues
- Responsible for reading, understanding and complying with company’s Information Security policies.

**Formal Education And Training**
- Educated to A-level minimum, with higher education qualification (degree or equivalent preferred). Alternatively, relevant and proven Industry experience would be accepted
- Industry or relevant business qualifications and accreditations would be desirable
- Proficiency involved in working in the service industry, with particular emphasis placed on the customer focus issues.
- Ability to form close working relationships with customer community, sub-contractors
- Excellent client communications skills
- A Self-motivated team player with excellent interpersonal skills
- An outgoing individual willing to participate as part of a small and flexible team
- ITIL Foundation
- Overall telecommunications knowledge
- Any technical qualifications or professional certification would be a bonus

**Key Skills & Experience**
- An experienced Communications professional with a broad background in telecommunications at an operational level.
- ITIL v3 Foundation
- Recognition of the issues

**Key Competencies**
- Customer Focused
- Relationship Building and Maintenance
- Decision Making Ability
- Inspiring Communicator
- Initiating Action
- Personal Responsibility

**Salary**: ₹1,000,000.00 - ₹1,200,000.00 per year

Ability to commute/relocate:

- Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (required)

**Experience**:

- Service Desk Management: 5 years (preferred)



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