Customer Experience Lead

7 days ago


Chennai, Tamil Nadu, India Tata Communications Limited Full time
Job Description

The Assistant Manager will be responsible for managing customer queries related to all services and solutions delivered, including diagnosing and resolving complex technical issues. The role will act as a conduit between customers and other teams such as engineering, architecture etc. for any issue resolution. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.

Responsibilities

- Technical administration or troubleshooting to ensure the efficient functionality of the solution.
- Incident Validation, Incident Analysis, Solution recommendation
- Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions
- Act as a point of escalation for Level-1 customer service analysts
- Coordinate with IT teams on escalations, tracking, performance issues, and outages.
- Prepare Monthly Executive Summary Reports for managed clients and continuously improve their content and presentation.
- Provide recommendations in tuning and optimization of systems, processes, procedures, and policies.
- Maintain an inventory of the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate.
- Publish weekly reports and monthly reports on customer service operations activity.

Qualifications

- Strong technical knowledge in MPLS, MSP, SD-WAN, TX & IP related products.
- Experience of dealing face-to-face with customers, including delivering presentations and facilitation of application discovery sessions. Excellent written & verbal skills
- Manage escalations along with effective customer engagement
- Should manage and achieve all KPIs
- Should have sound technical and analytical skills
- Should be capable of delivering good Customer experience /satisfaction.
- Strong English proficiency (written and verbal), with highest level of Accent Neutralization.
- Should possess industry certification, preferably in CCNA / CCNP
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