Sr Customer Service Executive - Order Management

Job Description

•    Candidate should have 5+ years of experience in Telecom/ISP domain
•    Work closely with enterprise customer, account manager, Other licence Operators,  technical program management team to meet the customer expectations on delivery milestones
•    Knowledge in handling FTTx broadband
•    Experience in broadband provisioning & Cease order management
•    Periodic update to customer is key activity/responsibility
•    Cross check Customer communications and KCIs (Keep Customer Informed)
•    Constantly monitor and report on project progress and status to all stakeholders    
•    Experience in managing international customer
•    Experience in Validation and order management & scheduling an engineer for service change request
•    Escalating Field team for a highly escalated order and securing Field resources.
•    Hands on experience in CRM & Ticketing tools (Amdocs, BMC, COMS, CPS & SSBS)
•    Knowledge in SAP BI(BOXI).
•    Strong Verbal and written communications skills
•    A good team player & good Customer experience /satisfaction
•    Experience in Last mile connectivity, Supplier Co-ordination and order delivery

Other Requirement

•   A good team player & good Customer experience /satisfaction.
•    Ownership & responsiveness towards the assigned work
•    Collaboration with team and other stakeholders

Candidate should be ready to work in UK shifts (continuous or rotational)

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