Engineer - Consumer Service Assurance (Fixed)
Gratitude IncEngineer - Consumer Service Assurance (Fixed)
Job Description
Key Skills
10 candidate(s) have already applied for this Job. Apply now
Role: Engineer - Consumer Service Assurance
JOB PURPOSE
Responsible for leading the Fixed Consumer Service Assurance process and operation of the associated service partners in order to provide exceptional customer services assurance all fixed consumer product lines Nationwide. The position must exercise full operational control over the partner operating model, ensuring that all assurance remote and Field staff are fully expert in their line of business and capable of processing all fixed consumer customers requests within agreed SLA and quality metrics targets. The role holder should be of high technical calibre in order to coach and mentor the various types of technical employees working of different access technology network and making sure their knowledge is constantly updated and their output is properly monitored through audit check points and associated performance reports .The function should have full capability to closely monitor customer interactions activities with high ARPU ,highly technically consumer customers IT managers and constantly work on required service partners delivery improvement plans .
RESPONSIBILITIES
Performing Consumer Service Assurance (Fixed) daily operations
Enable proactive monitoring of all Consumer Service Assurance (Fixed) trouble tickets in order to ensure appropriate TT assignments and their timely resolution.
Assist the customer service representatives in addressing customer escalations and promoting a service oriented work environment
Perform training and certified the trainers responsible for training other outsource partners
Represent Consumer Service Assurance (Fixed) SPOC for various projects commenced by commercial teams.
Demonstrate full awareness of daily TT tracking and resolution.
Generate 12 monthly reports and 52 performance & progress weekly reports
Ability to handles escalations from customers and business team
Updated documentation of E2E processes, MoP/WI for BO Consumer operations
Complete assigned projects on agreed timelines.
To ensure the quality of service delivery by customer service representatives and performing the necessary quality management checks.
Act as a single point of coordination and interface for all Consumer Fixed Trouble Ticketing.
Monitor and follow up of all Consumer Fixed Trouble Ticket ageing till resolution.
Adheres to agreed Service Assurance SLAs
Achievement of BSC targets in BO Consumer Mobile operations. - Quarterly
Present evidence of process efficiency - Quarterly
To assist, coach and develop the customer service representatives & Team Leaders to ensure the delivery of the highest standards of customer service and maximize individual / team potential.
Proactively seek to continually grow the knowledge and understanding of du’s Trouble Ticketing processes and operations.
Employee Engagement results to meet company targets.
Present Teams’ development plan – Quarterly
Involved in the operational process design and the related work instructions & business rules, and drafting the business requirements to be sent for development.
Involved in testing the designed processes and making sure that systems (BSCS IX, CRM (Siebel), ERP, IN (eserv), intranet web applications) supports these processes in the required manner (user acceptance test UAT) and report any anticipated defects in an agreed corporate format.
Involved in testing the implementation of the developed systems and regression testing
Train on the designed business process and it’s related developed systems implementation.
Completed E2E documentation and training material.
Adherence to SLA’s
Improvement in partner related productivity and QA results.- Monthly
Risk & Opportunity assessment in the BO Consumer mobile/ operations- Quarterly
QUALIFICATIONS
Minimum Experience:
Minimum 4 years of experience in a BO role and 5 years in telecom industry
Minimum Education:
Minimum Bachelor degree/ preferred other supporting certificates
CCNA certified
Knowledge & Skills:
Excellent command of English language (written/spoken)
Good communication skills
Excellent knowledge of Microsoft Office
Analytical thinking
Role
Dispute Resolution
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
Legal / Law
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
Get the Best Jobs
on your Fingertips
Similar Jobs
Finance & Accounting Specialist
Gratitude Inc3 - 20 Year(s)
₹ 60 - ₹ 75 Thousand p.m
Chennai, India
Data Analyst - Spanish
Gratitude Inc1 - 12 Year(s)
₹ 60 - ₹ 65 Thousand p.m
Thane, India
HRIS Analyst URGENTLY HIRING
Gratitude Inc1 - 5 Year(s)
Confidential
Bangalore, India
International HR Services Team Lead- Mumbai
Gratitude Inc7 - 11 Year(s)
₹ 75 - ₹ 90 Thousand p.m
Mumbai, India
4 - 8 Year(s)
₹ 75 - ₹ 80 Thousand p.m
Hyderabad, India
Procurement and Vendor Master Lead in MNC Hyderabad
Gratitude Inc5 - 10 Year(s)
₹ 90 - ₹ 100 Thousand p.m
Hyderabad, India
PROCUREMENT OPERATIONS - ITALIAN
Gratitude Inc2 - 5 Year(s)
₹ 60 - ₹ 70 Thousand p.m
Delhi, India
CSR Voice account -Pune/Mumbai
Gratitude Inc1 - 3 Year(s)
₹ 5 - ₹ 54 Thousand p.m
Mumbai, India
AP & RTR English Language Specialist- Chennai
Gratitude Inc3 - 13 Year(s)
₹ 60 - ₹ 70 Thousand p.m
Chennai, India
Purchase Order Processing Team Member
Gratitude Inc2 - 7 Year(s)
₹ 65 - ₹ 75 Thousand p.m
Kolkata, India