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Senior Ex_Customer Service Executive_Technical Voice_Pune

2.00 to 4.00 Years   Pune   17 May, 2021
Vodafone
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryTelecom / ISP
Functional AreaSales / BD,Technical Support / Helpdesk
EmploymentTypeFull-time

Job Description

DescriptionThe Network Operations Engineer supports in the provision of provides monitoring, operation and management of efficient and effective networks services fulfilling the Vodafone Strategy and carries out administration activities. The Network Operations Engineer conveys a good understanding of established concepts and procedures in monitoring network nodes, executing event/incident management, configuration, escalation, release and deployment and 3rd party management activities, ensuring a high quality, reliable network service is available to our customers. Typically reports to the Network Operations Manager or Senior Network Operations Team Leader.#_VOISJob Responsibility

  • Support the Business customers on call for their Fixed Products related queries ( Tech and Care)
  • Also includes providing the customers with upgrade deals or renewing the contract or new deals Fixed Products
  • Ensures other activities are conducted according to the highest level of operations standards in line with KPIs, (e.gNPS,ASAT, Quality, On site Escalation, No. of calls):Delivers tasks relating to updating Customer Care / Account / Service Managers in line with process and ensuring customer SLA delivery, service availability, quality and continuity assurance;
  • Uses communication skills to exchange ideas and information in a concise and logical way to support the delivery of end to end Customer Service assurance with focus on high availability, minimum restoration times of technical issue and customer management;
  • Provides support to help maintain solid relations with vendors
  • Follow ups with the customers for technical queries to ensure end to end customer service is provided
  • Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas
Skills:
  • Voice skills required
  • Candidate should be customer obsessed and should demonstrate customer service skills like Acknowledgement of the problem, Empathy, Connect & Rapport Building, Assurance, Ownership, Summary of the issue and 100% follow up when and where ever required
Education:
  • Graduate
SkillsNetwork Access TechnologyMonitor and DiagnoseDev OpsService and Delivery ManagementAutomation and RoboticsCloudSecurity,

Keyskills :
on sitestrategyservice assurancesalescustomer careinsurancecareexchangemisnetwork operationsservice availabilityaccesshigh availabilityslabusinesscustomer servicedealsaccountscustomer management

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