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Customer Service Executive - Service Delivery

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Date: 19-Nov-2020

Location: Chennai, India

Company: Tata Communications

Job Family Descriptor
Lead, support and monitor all offnet access order deliveries through various available suppliers to ensure timely and appropriate delivery as per customer requirements. Maintain good relationships with suppliers to improve the efficiency and cost of delivery. Conduct quarterly/monthly reviews with key suppliers around performance. Look at avenues for increasing business with key vendors through new portfolios and new order types. Work out new technology solutions with partners in conjunction with product teams. Design effective offnet access solution (considering route maps, power diversity, path diversity etc., specific to customer's local market considerations) to meet customer requirement. Identify national and regional level access suppliers/partners and competition in the region to deliver last mile delivery based on technical feasibility as per contractual obligations. Lead discussions and negotiations with potential access suppliers/partners on capabilities, service definitions. Finalizing and renewing of vendors contracts for maintenance and installation of network components for optimal levels of operation. Overall project management and ensures that projects are completed within budget, schedules and quality standards. Manage lifecycle of circuit from feasibility, delivery upto Account Settlement stages. Conduct quarterly/monthly reviews with key suppliers around overall performance experience from Pre-sales feasibility and cost effectiveness, delivery, post sales support.
Level Descriptor
Conduct a clean order check as per checklis, Create vendor performance reports for external meetings and senior management reviews. Identify opportunities for process and cost optimization and provide information to supervisor. Implement optimization initiatives as per inputs and guidelines provided by supervisor. Has enough knowledge within Access Management to allow them to apply their knowledge efficiently and work productively with broad instruction. Regularly participate in important projects or activities as a full contributing team member, is able to proactively identify important issues or risks, seeks the appropriate level of guidance and advice to ensure delivery of quality outcomes. Operational role which is responsible for delivering results that have direct impact on the achievement of results within Access Management. Works under direct supervision. Able to identify problems and provide inputs to improve, change or adapt existing methods and techniques drawing from personal experiences and feedback. Actively acquires more complex skills, techniques, operating practices, knowledge of abstract concepts in order to progress toward full proficiency in the field of specialisation. Has skills and knowledge that will allow them to adapt to effectively deal with unfamiliar issues, challenges, problems within their field of specialisation. Education: Engineering Graduate Experience: 0-4 years
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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