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

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Date: 22 Nov 2023

Location: Pune, India

Company: Tata Communications

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.

Job Segment: Operations Manager, Service Manager, Relationship Manager, Assistant Manager, Customer Service, Operations, Management

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