Assistant Manager - Customer Service Operations (Customer Service Operations) - B3101_2

Job Family Descriptor

• An effective communicator with excellent relationship management skills and strong analytical, decision-making, problem solving & organizational abilities.
  •    Ready to work in 24*7 Shifts.
  •    Can Coordinated with multiple teams/vendors by arranging bridge calls for troubleshooting Network issues.
  •    Fundamental knowledge of Lucent, ZTE switches and Huawei and ZTE SBC’s.
  •    Troubleshooting of complaints with analysis of traces in ZTE, Huawei and ZTE SBC’s.
  •    Proactive Surveillance part for various Voice Platform. 
  •    Resolution of Complaints raised by customers within SLA.
  •    Call testing, different types of traces during call testing & analysis of traces whenever required.
  •    Coordinate with NLD / ILD carriers for voice complaints and escalate whenever necessary.
  •    Familiar of SS7 / Q931and SIP Protocol
  •    Knowledge of ISDN BRI/PRI/ SIP
  •    Daily Customer Complaints resolution for wired line customers in co-ordination with concerned teams.
  •    Maintain the mean time to repair (MTTR) and defined SLA of customer complaints and networks outages.
  •    Resolving customer complaints in coordination with customer care and updating root cause and action in CRM for customer complaints analysis.
  •    Knowledge of protocols SS7, SCCP, MAP, MTP, INAP, ISUP,CAP,TUP,Q931,SIPetc
  •    Coordinating with all the internal teams to keep track of the status of the escalated issues.
  •    Knowledge of Call Flows, signalling exchange between peer offices and subscriber’s Call Flows.