TATA COMMUNICATIONS (www.tatacommunications.com)
http://www.ChetanaS.org
(6 Months+) Jr Executive (21945) @ Mumbai (Maharashtra)
http://www.ChetanaS.org
Note: This is NOT a direct Walk-In. You need to apply only at given URL & Only shortlisted candidates may be called by the company for test/interview.
Career Opportunities: Jr Executive (21945)
Req ID 21945 - Posted 29/04/2013 - India - Mumbai - Business Operations
CUSTOMER PROFILE
Our customer is Australia's leading telecommunications and information Services company, with one of the best known brands in the country. Offers a full range of services and compete in all telecommunications markets throughout Australia, providing more than 9.6 million Australian fixed line and 9.4 million mobile services, including 4.4 million 3G services. Major strengths in providing integrated telecommunications services is their vast geographical coverage through both fixed and mobile network infrastructure. This network and systems infrastructure underpins the carriage and termination of the majority of Australia's domestic and international voice and data telephony traffic. Product range includes - Basic access services; local and long distance calls; mobile services; international data and internet; management of IT and/or telecommunications services; wholesale; advertising, search and information services; cable distribution.
CUSTOMERS PROJECT at MUMBAI from our Kensington SEZ office, Powai, Mumbai
We will be handling various Business Processes for the above customer out of our Kensington SEZ office, Powai, Mumbai. The various processes and Sub processes are described below:
1. ACTIVATIONS:
a. Wireline PSTN/Broadband Activations
This is a back office group in the Activations function and is responsible for assigning cable details to a service (e.g. PSTN, ADSL, ISDN, ULL, FTTP etc) prior to activation. The function is critical to connect customer services by the Our Customer Commitment Date . Operatives to interact with Front office consultants, technical field staff and other parts of the Our Customer business to ensure that the customer receives the service they signed up for. Their primary responsibilities are:
- Assign cable details to support the service that a customer has signed up for
- Provide support to field technicians and other parts of the Our Customer business
- Its other responsibility is to assist teams logging and receiving incoming calls by activating services, allocating cable plant and assisting with sales enquiries. This involves telephonic interactions (both incoming and outgoing) with field technicians, sales and other Our Customer lines of business
b. Activation, Modification and Disconnection
This is a group that works under the Activation function and are responsible for back office support for activating, modifying or disconnecting PSTN, ISDN & ADSL products and services. Operatives may interact with Front office consultants, technical field staff and other parts of the Our Customer business to ensure correct activation of the customer service. Their primary responsibilities are:
- Remote activation, modification or deactivation of PSTN, ISDN or ADSL services and/or products
- Provide support to Front Office consultants, field staff and other parts of Our Customer business
- Provide accurate data to the field technicians
c. Technical Support on Phone
This is a group within the Activations function which is responsible for back office technical support via phone for field technicians in the activation and network assignment and allocation of customer services and to assist with Front office Sales enquires. The function is critical to connect customer services on the Our Customer Commitment Date through enabling field work to be completed. Their primary responsibilities are:
- Remote activation, modification or deactivation of PSTN, ISDN, ADSL or ULL services and/or products
- Providing support to field technicians, Front office Sales, Back Office Activation team and other parts of Our Customer business via phone
Frontline Team Member profile for ACTIVATIONS :
- Degree qualification's in Science or technical field from a recognized university OR
- Diploma qualification's in a relevant technical field from a recognized university.
- Around 25% of the team needs to have 6 months to 2 years of relevant technical experience
- Around 75% of the teams needs to have more than 2 years of relevant technical experience
- Candidates with experience in Technical Processes in International (especially Australian) Telecom BPO companies are preferred.
- Should be well versed with Fixed lines, Mobile and Broadband Telecom technology
http://www.ChetanaS.org
GENERAL SKILL SET REQUIREMENTS
• All the potential candidates must be fluent in reading, writing and speaking English
• Absolute commitment to improving customer experience
• Ability to communicate effectively and possess sufficient soft skills to handle customers, field technicians, FOH consultant's and personnel from other parts of the business, quickly understand the nature of the issue and troubleshoot in a timely manner
• Ability to work under pressure and handle difficult customers
• General Microsoft Windows and computer skills, and accurate data entry abilities
• Strong analytical and technical skills (e.g. database, telecommunication systems), technically appropriate communication skills, clear understanding of all processes / work instructions and an understanding of Our Customer's network and products
• Strong listening skills, being able to listen effectively and understand customer's issues
• Ability to develop relationships with stakeholders (such as field, sales front of house, other areas)
• Learning on the fly – apply new learning's to new situations
• Building Effective Teams – contribute to team success
• Customer Focus – understand the customer and their environment
• Drive for results – deliver results quicker and more efficiently
• Innovation Management - question traditional methods and looks for new opportunities
• Business Acumen – know the business and the environment
TECHNICAL SKILLS & CAPABILITIES
• Operational knowledge of PSTN/TDM Switches
• Knowledge of SS7 / C7 signaling and connectivity with national and international operators
• Knowledge of ISDN BRI/PRI, Pair gain systems, VF signaling, metering
• Wireline Broadband Technology
DAY TO DAY JOB DESCRIPTION FOR Frontline Team Member
• As part of the day-to-day operations, the associates will be expected to perform the following duties:
• Ensure accurate data is entered in all of the relevant activation systems to successfully complete orders
• Effective and efficient use of all relevant systems to access information and provide relevant solution for the customer
• Communicate effectively and positively with field technicians and the wider group
• Time management and ability to prioritize workloads to meet targets
• Maintain integrity of network data through adherence to standard procedures
• Achieve outstanding customer service through resolution of service difficulties
• Meet all productivity and quality performance measures related to the role
• Process work in line with individual work stream process's and requirements
• Engage customers by utilizing effective questioning techniques to identify the problem
• Escalate customer service to the appropriate group for activation if unable to successfully program at the time
http://www.ChetanaS.org
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How to Apply for this Job ?
http://www.ChetanaS.org
http://www.ChetanaS.org
Note: This is NOT a direct Walk-In. You need to apply only at given URL & Only shortlisted candidates may be called by the company for test/interview. Apply before the link is expired/removed.
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