Customer Service Executive

15 hours ago

Chennai, India Tata Communications Full time

Job Family Descriptor Oversee and drive back office provisioning of service delivery including onnet feasibility access networks and customer order provisioning
Ensure availability of network systems inventory and bandwidth in provisioning on networks Analyze need for capacity augmentation optimization to address capacity crunch in networks
Manage and monitor planning delivery of orders in terms of configuration management
Guide and monitor team to design the network to ensure the customer connectivity in agreed time and supervise hand over to project implementation team
Diagnose troubleshoot and resolve problems and take corrective action when necessary Provide technical expertise business planning and workflow management for ensuring smooth integration of network and system solutionsnetwork improvement
work with client internal stakeholders to provide integrated service delivery across multiple products to meet the client requirements Provide an expertise to internal teams andor external vendors and partners to deliver a complex solutions in a timely manner Broad outline of the Role

**Role**: Customer Service Executive

**Sub Band**: B2-1

**Location**: Chennai

**Shift**: UK timings

Key Responsibilities

Basic understanding of telecom standards & protocols

Coordination skills and taking the right approach logically

Exposure to International client facing functions

Experience in broadband provisioning & order management

Experience in Validation & scheduling an engineer for service change request

Hands on experience in tools (AMDOCS CRM, SOM, Cramer)

Hands on experience in products (PSTN, ISDN, FTTx products)

End to end order management for smooth delivery

Co-ordinating with suppliers and securing field resources for priority orders and follow escalation matrix

Strong Verbal and written communications skills

A good team player & good Customer experience /satisfaction

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

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