- The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes.
- C> Key Performance Indicators 1> Task wise Performance assessment (Qualitative 25 % + Quantitative 25%) 2> Test Scores 3> Less than 3 individual qualified escalations received from ops teams and initiatives taken + appreciation from Internal team and customer 4> CSAT / Transaction Feedback / Dipstick Survey 5> Team Performance 6> Absenteeism
- D> Qualification – Necessary requirement 1> Graduation in Electronics and Telecom/Computer Engg 2> Ability to use e-mail, internet, Word and other software's 3> Fluent in English and a second foreign language is an asset. 4> Exposure to ISP Operations preferred 5> Any other certification is preferred 6> MPLS/IP Routing and protocol
- > Experience – Necessary requirement years of experience in below areas 1> Experience in customer Front Line for Trouble Reporting 2> Experience in MPLS Basic Troubleshooting and Fault isolation 3> Experience in Handling Escalations and working in Shifts.
Customer Service Executive - Pune, India - Tata Communications
Description
Broad outline of the Role
Purpose - Broad objective of the role
Size and Scope of Role - No. of direct reports
A> Position Summary(Key Objectives/Purpose of the Job)*
Technical Support Engineer
1 Customer Front Line for Trouble Reporting
2 Trouble Ticket Assignment to different technical teams
3 Escalation Management
4 MPLS Basic Troubleshooting and Fault isolation
Size and Scope of Role - Total team size
B> Major Resposibilities.
1> To be the First Point of contact for Tata Communications customers from technical Perspective & identification of the technical problem
2> Maintaining Optimum productivity as per set Standards.
3> Maintaining optimum Quality as per set Standards.
4> Handling all TSC Emails and ensuring that the targets are adhered.
5> Handling escalation and customer queries
Minimum qualification & experience
Other knowledge/skills
Key Responsibilities
Technical Competencies
Domain
1> Excellent listening skills and very good communication skills
2> Good Analytical Skills
3> Very good aptitude for problem solving
Leadership
1> Good customer handling capabilities
2> Able to work under pressure and shifts
Behavioral
1> Good interpersonal skills
Knowledge / Skills
Communication Skills