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Customer Service Executive - Service Delivery (Provisioning & Configuration) - B2101_1

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Date: 02-Dec-2022

Location: Chennai, India

Company: Tata Communications

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 Responsible for hardware planning environment provisioning documentation and application deployments for variety of applications and services 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

 

  • Candidate should have 4+ years of experience in Telecom/ISP domain
  • Basic understanding of telecom standards & protocols
  • Proficient with Microsoft Office applications      
  • 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
  • Experience in handling email queries from customer on installations and faults
  • 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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