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Engineer / Sr . Engineer Service Delivery

3.00 to 7.00 Years   Gurugram   17 Oct, 2019
Colt Technology Services ( India ) Pvt Ltd
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryTelecom / ISP
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

The core responsibilities are:

  • Help formalizing the customers requirements during the order lifecycle;
  • Help COLT to secure and increase the revenue by making sure that COLT policies are followed;
  • Contribute to customer satisfaction by providing honest and clear communication to the customer and showing proactivity;
  • Help in getting the Intelligent Network number orders in the system effectively and generate revenue;
  • Handle customers queries adapting to customer and business needs cooperating with internal stakeholders.
  • Registering and documenting in the tools, ensuring the accuracy of the information.
  • Follow valid Generic Terms Conditions and specific policies to make sure the request will be processed properly.
  • Calculation and admin validation of the fees to ensure no revenue will be lost.
  • Scheduling and coordination of Number Porting s with customers and other carriers for Colts Voice products in good quality within agreed SLAs.
  • Verify the porting requirement raised by colt customers for various voice products like Voice line, SIP Trunking, Number Hosting etc
  • Initiate porting request with carriers/Local PTT regularly follow-up to see the progress finalize porting date
  • Notify COLT customers related to scheduling of their Number Porting request
  • Porting rejection management in coordination with customer other carriers
  • Coordinate internally with various internal teams like Sales, Ordering, Configuration management, Project management etc whenever there is a requirement
  • Update colt s main databases (OHS, Access Database, RDB, WEBNMTS, Porting Spreadsheets, etc.)
  • React to escalation as per business priority
  • Attend regular calls with customers as applicable

    • What you will need to succeed :

  • Strong organizational skills (ability to organize own workload with the given prioritization guidelines) and a quick learner
  • Very good communication skills
  • Fluency in English and German ( written and spoken)
  • Good MS office or similar product know how (Computer Literate)
  • Willingness to learn and develop technical skills under the guidance of technical leads
  • Customer service experience in multinational companies
  • Ability to deal with written customer requests Strong customer satisfaction attitude
  • High communication skills
  • Flexibility in order to absorb changes in processes and the company structure easily
  • Ability to work on multiple cases simultaneously
  • Flexibility to work effectively within a team, cross-team or individually
  • Experience in working with order processing systems and ticket tools is an advantage
    • ,

    Keyskills :
    msoffice siptrunking customerservice orderprocessing technicalskills workeffectively projectmanagement intelligentnetwork communicationskills customersatisfaction configurationmanagement sip ptt sales

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