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Customer Service Executive

2 weeks ago

Pune, India Tata Communications Full time

Job Family Descriptor

**Professional Attributes**:
Good Verbal and Written Communication Skill

Should be able manage Stakeholders

Learn and adapt quickly

Excellent problems solving, analytical skills and Basic technical trouble shooting skills.

**Responsibilities**:
Understands the needs and contributes to ensure actions and escalations are routed/highlighted as necessary, (both internally and/or externally), to achieve service restoration, in case of faults;
Performs assigned tasks in line with process Defined, and performas Basic troubleshoot, updating internal and external stakeholders accordingly and ensures customer SLA delivery, service availability, quality and continuity assurance.

Coordinate with resolver group and provides support to customers and end users.

Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas.

Focuses on surfacing underlying customer issues/concerns and identifying root causes.

Broad outline of the Role 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
BE/ BTech Computer Science or Electronics and Telecommunication/ BSC Electronics /MCA

Certification in IoT Technology

Other knowledge/skills Key Responsibilities Technical Competencies

**Technical Experience**: Total work experience upto 2 years in Telecom domain.
- Telecom Experience: GSM/ GPRS/ LTE Architecture/ SMS Call Flow/ RF( Preferable)
- Taking ownership of customer issues reported and seeing problems through to resolution. Researching, diagnosing, Basic troubleshooting and identifying solutions to resolve reported issues. Following standard procedures for proper escalation of unresolved issues with Relevant Network teams
- MS Office.
- Customer care experience / Understanding of ticketing tools like JIRA, HPSM, or similar.

Knowledge / Skills Communication Skills