Job Summary

To attend to customers issues via emails, Whatsapp, Text & calls. To resolve the issues through first level troubleshooting or coordinating with various departments like Operations, Projects and Finance to provide appropriate resolution to customer issues. Fair knowledge of Internet Leased Line, Leased Line, Home Broadband, FTTH & Telecom Operation

  • Minimum Qualification: Degree
  • Experience Level: Entry level
  • Experience Length: 3 years

Job Description/Requirements

KEY RESPONSIBILITIES:

Customer Care Executive would have the following responsibilities:

§  §  Attend to Customer’s Issues & resolve them in timely & efficient manner

§  Coordination with Support Teams and ensuring the customers issues is resolved efficiently and effectively

§  Raising, following up and closure of Trouble Tickets

§  Dispatch of Invoices to Enterprise & Retail Customers as per the laid down process

§  Follow up for Collections through timely reminders to Enterprise & Retail Customers

§  Ensuring Collections of receivables is achieved as per the set targets

§  Service & MTTR Improvement Plans

§  Identify and assess customers' needs to achieve satisfaction

§  Build sustainable relationships and trust with customer accounts through open and interactive communication

§  Generate Sales Leads


Key Relationships:

§  §  HOD/CIO/MD of TecPoint Global Solutions

§  HOD Business Development Department

§  HOD Customer Care Department

§  HOD Project Management Department

§  Customers of TecPoint Global Solutions

§  Vendors & Partners of TecPoint Global Solutions


Skills Required:

Fair knowledge of Telecom Technologies:

      a. Internet Bandwidth & Leased Circuits

  • b. Smart Solutions & Internet of Things (IoT)
  • c. Internet Broadband
  • Soft Skills & Characteristics:

    • i. Strong organisational skills
    • ii. Self-motivated and detail-oriented
    • iii. Quick to collaborate and coordinate with team members when necessary
    • iv. Prior experience working with Telecommunication Customer Care Department
    • v. Strong math and critical reasoning skills
    • vi. Customer Relationship Management
    • vii. Integrity & Honesty
    • viii. Team Player
    • ix. Interpersonal Skills
    • x. Resourcefulness & Result Oriented approach
    • xi. Customer Oriented Approach
    • xii. Strong Oral & Written Communication

    • Key Measurable:

    §  MTTR

    §  Network Uptime

    §  Customer Satisfaction Score (CSAT)

    §  Total Tickets & Tickets per Customer

    §  First Response Time (FRT)

    §  First Contact Resolution (FCR)


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