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Sr. Customer Service Executive - International Operations

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Date: 15-Feb-2021

Location: London, United Kingdom

Company: Tata Communications

Job Summary

Should have a sufficient working knowledge of telecom network environments to allow him or her to work efficiently and productively within the team, initially under broad instruction where required. Will regularly participate in important projects and customer circuit delivery activities as well as day to day site maintenance and routines.  Will be expected to proactively identify important issues or risks, seeking the appropriate level of guidance and advice to ensure a successful outcome of any issues arising. Will work under direct supervision initially, but will be expected to acquire more complex skills, techniques, operating practices, and knowledge of abstract concepts in order to progress towards full proficiency/autonomy in the wide range of tasks supported by The Field Operations Team. Will eventually be expected to support 24 hour staff cover via means of a shared call out rota for out of hours service-impacting faults. This will include being responsible for providing technical assistance and support to internal and external customers, possible customer or remote site visits for testing and installations. 
Education: Educated to Secondary or NVQ L3 in an electrical, electronic or mechanical discipline. Experience: 1-5 years’ industry experience. 

Job Responsibilities

•    Support internal teams as well as customers. Internal teams are primarily Service Assurance, Service Delivery, and Project Implementation, although other teams frequently require Field Operations’ support too; also required to maintain daily site activities and routines. Responsible for assisting with and implementing installations as required for new and existing customer and internal projects inclusive of; terminations, testing and labelling of most common transmission mediums (COAX, Cat5/6, Fibre Optics etc.), hardware installations may include steel or other support structure build-outs, cabinet and fibre raceway installations, mounting of shelves, power strips, rails, cable management and patch panel equipment, plus maintenance of our internal database. Will exhibit quality workmanship at all times and maintain expected standards.
•    Customer Communication.  Pro-active communication with all customers, both internal and external with the ability to work effectively and resolve potentially volatile issues in a calm and controlled manner.
•    Reporting on progress or otherwise.  When dealing with fault resolution issues, maintain regular contact with interested parties as and when there is either progress, or if it becomes evident that circumstances beyond local control prevent further progress, the lack of it.

Essential Qualifications

•    Clear Communication Skills (English) written and spoken.
•    Computer literate, particularly Microsoft products. 
•    Knowledge of telecommunications operational environments and expected working practices within.
•    Experience in dealing with customers either verbally or via email / MS Teams or similar.
•    Experience of cabling, cleaning, terminating and testing techniques, particularly Cat5/6, Fibre Optics, Multi-Pair and Coaxial.
•    Previous Telco background or similarly related industry.
•    Must hold full UK (motor car) driving licence.

Other

•    Preferably living within 90 minutes’ travelling time to HP12 3TA High Wycombe.


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