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Telecom Jobs

Customer Service Analyst

4.00 to 9.00 Years   Navi Mumbai   26 Jun, 2023
Integrated Personnel Services Limited Hiring For Customer Service
Job LocationNavi Mumbai
EducationNot Mentioned
SalaryRs 5 - 12 Lakh/Yr
IndustryTelecom / ISP
Functional AreaCustomer Service (International)
EmploymentTypeFull-time

Job Description

    • Role / Job Title Associate (Customer Service) Telecom
    • Role Reports in to Team Leader
    • Location Mumbai
    • Knowledge / Experience
      • Graduate / Postgraduate
      • 4-811 Years of Telecom experience preferably in Service Configuration / Activation/ Planning & Design/ Order Management
      • Cultural understanding of US Geo (Preferred)
    • Personal Specification
      • Candidate must be fluent in reading, writing and speaking English.
      • Possess effective problem solving skills and have the ability to deliver timely resolution.
      • Candidate needs to be Customer centric and should be committed to improve Customer experience.
      • Should possess general Microsoft Windows / Computer skills and accurate data entry abilities.
      • Strong listening & Communication skills. Ability to communicate effectively with End Customers, Field Technicians and Personnel from other parts of the business.
      • Should be open to working in US Shifts, Weekends and also participate in voluntary Overtime if there is a business need.
      • Should be a Team Player and contribute to Teams success.
      • Experience in Service Fulfillment in a Telecom Domain specifically towards Enterprise segment
      • Knowledge of various telecom Products that will include MPLS, Internet Access, P2P Connectivity, Collaboration services, SIP Trunking, Managed Services, UCaaS, Broadband & Land line services.
      • Knowledge of Telecom Order Management tools and applications like Oracle M6
      • Good understanding of network flow from exchange to customer premises.
    • Competencies/Skills
      • Excellent Communication skills (Must Have)
      • Customer Focus (Must Have)
      • Taking Ownership (Must Have)
      • Drive for results (Must Have)
      • Business Acumen (Preferred)
    • Job Description Key Responsibilities for the Role :As part of the day-to-day operations, the associates will be expected to perform the following duties as IN QUE Associate (Customer Facing):
      • Identify and diagnose problems (incl. root cause analysis system checks and the identification of issues)
      • Co-ordinate with different internal work groups, other stake holders to troubleshoot the issue
      • Ensuring SLA are met as per agreed contract
      • Suggest process improvement opportunities to optimize the business and network
      • Meet all productivity and quality performance measures related to the role
      • Process work in line with individual work stream processs and requirements
      • Engage customers by utilizing effective questioning techniques to identify the problem
      • Escalate customer service to the appropriate group for activation if unable to successfully program at the time

Keyskills :
sip trunkingmplstelecomucaasinternet accessland line

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