Network Customer Service Coordinator D Co E
Job Description
Project:Telecom Infrastructure Project
Reports to:Team Lead/Manager
Roles Involved:Task/Order Progression, Customer Communication, Call Handling, Task Allocation & Management, Jeopardy Management=
Role & Responsibilities:
* The key objective of the DCoE is to provide support to Field Engineers.
* Provide on-the-job support to enable tasks to be completed as effectively as possible.
* Aim to stop repeat fault reports to improve the customer experience.
* Handle reactive engineering calls and proactive provision and repair fallouts.
* Make real-time decisions based on diagnostics and suggest available/alternate options to field engineers after reviewing live system reports.
* Read, analyze, and understand design & planning specifications to coordinate successful installation and focused outputs.
* Understand the end-to-end Fibre/Copper rollout and network architecture.
* Foster understanding and collaboration between desk and field teams, providing the right assistance during fallouts for successful output.
* Candidates should have a basic understanding of Copper & Fibre journey in the telecom sector.
* Handle the first point of communication and represent the company while maintaining all required call etiquettes when dealing with customers.
* Liaise with other regional teams to understand timelines and ensure contractual dates are met and all required Key Customer Interactions (KCIs) reach customers on time.
* Provide support five days a week, Monday to Saturday.
* Work shifts between 8 AM and 5:30 PM on weekdays.
* The scope of work includes making and receiving calls, handling emails, and owning customer communications for any stages between order fulfillment journeys.
* Outbound calling, emails, and system updates as required by the process.
* Associates will have individual responsibilities and KPIs defined as per their division’s requirements.
* Maintain call etiquettes when handling customers.
Skillset Required:
* Telecom Infrastructure Project experience is highly advantageous.
* Excellent communication skills to interact comfortably with customers.
* Willingness to handle (receive and make) phone calls throughout the day.
* Flexibility to work in any scheduled shift within the specified window.
* Flexibility to work from the office, home, or in a hybrid model as required.
* Previous experience in a contact center is an advantage.
* A fair understanding or experience in the FTTX domain is an advantage.
If you believe you are the right candidate for the role, please do apply.
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Job Overview
* Job Title: Network Customer Service Coordinator D Co E
Flying Colours Consultancy - IT Consulting Company
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