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Jr. Customer Service Executive - Service Management - 11001

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Date: 12-Sep-2021

Location: Pune, India

Company: Tata Communications

Job Family Descriptor

Acts as primary customer liaison for implementation and ongoing operations for contracts to generate sales leads, drive technical service improvements and robust processes for managing service relationships with platinum and priority customers and ensure network and process optimization and relationship management including post product implementation. Participate in customer engagement reviews and provide service improvement recommendations as required. Ensuring operational rigour, efficiency and high quality in the overall lifecycle of customer service support. Ensuring adherence to agreed SLAs, ensuring alignment of internal operations, Product and Sales teams to customer needs. Responsible for change management, contract management and customer loyalty. Ensures successful transition of the engagement team to the delivery team with the overall objective to make TCL a preferred supplier to customer. Influence TCL retention with customer to increase revenue opportunities.

Broad outline of the Role

Is able to apply broad knowledge of one area within Service Management or advanced knowledge of specific professional/operational practices. Checks for problems in existing systems and modifies work processes following defined procedures. Operational role responsible for achieving day-to-day objectives. Entry level position Works under close supervision No prior work related experience required Education: Graduate Experience: 0-2 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


Job Segment: Service Manager, Manager, Relationship Manager, Customer Service, Management, Entry Level