Job Description

Key accountabilities and decision ownership: o Ensure Fixed/5G & Mobile activations for Consumer and Enterprise segment is done in defined SLAs. o Provide on-call support to sales team on 117 IVR. Track and report call reasons. o Support sales team with logging complaints for incorrect recharges done on customer account and take corrective actions as required. o Maintain call quality and follow all calls related parameters to ensure best service & support is provided to our sales team. o All applications such as, Open UI, ECR, Smartsheet, GWC portal, Remedy Tool, BPM portal etc. needs to be used on a daily basis and advisor needs to be well trained and must have hands on experience on all applications. o Take customer appointments for fixed installations. o Ensure the port-in orders are submitted within the agreed service level with smooth on boarding, and the port outs are thoroughly validated and processed within defined SLA for MNP/FNP requests. o Focus on customer end to end journey starting from activations until first billing. Work as part of a team to ensure always offering an awesome customer experience. o Ensure that the desired request is fulfilled within the agreed service level with quality. All the necessary information related to product & process needs to be reviewed and followed while performing daily tasks. o Follow the escalation matrix when escalating to get the response within agreed service level and validate all the relevant documents before creating customer account in system in proactive manners