Jr. Customer Service Executive

3 weeks ago

Pune, India Tata Communications Full time

**Job Family Descriptor**
- Responsible for Customer Experience, Service Level Delivery, and overall productivity.
- Monitor all L1 Heap Desk activities and provide L2 Support on respective tickets. Help to coordinate with business partners to revise and set new process SLA's whenever new type of work is outsourced.
- Ensure the SLA adherence as per the project requirement.
- Follow all Ticketing Tool and Insta CC Process for day-to-day operations as per Customer requirement.
- Ensure accuracy and timeliness in process reporting - internal and external.
- Coordinating the MIS and data capture functionality - Handling Product and Policy related issues and escalations - with timely response and action plans.
- Addressing customer queries and issues via mail
- End to end follow with the customer/cross functional team with respect to Incident/Proactive/Planned Event Management Process

**Broad outline of the Role**
- _ Technical_
- Hands-on experience on different Tools like Ticketing Tool/Insta CC/MS Office/Power Point
- _
Behavioral_
- Good Analytical and Problem-Solving skills
- Customer Centric with solution understanding capability
- Good written and verbal communication skills.
- Should be willing to accept challenges and highly dynamic in nature.
- Good grasping and aptitude to change as per business needs.

**Purpose - Broad objective of the role**

**Operating Network - Key External**

**Operating Network - Key Internal**

**Size and Scope of Role - Financial**

**Size and Scope of Role - No. of direct reports**

**Size and Scope of Role - Total team size**

**Size and Scope of Role - Other size parameters**

**Minimum qualification & experience**

**Other knowledge/skills**

**Key Responsibilities**

**Technical Competencies**

**Knowledge / Skills**
Communication Skills

**Job Segment**:Operations Manager, Operations, Customer Service

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