Senior Process Associate - Technical

Job Summary

The candidate will be responsible for managing telecom service orders, coordinating with internal teams and external service providers and ensuring timely activation of customer services while meeting SLA commitments.

Key Responsibilities

1. Manage Complex Inbound And Outbound Calls By Providing Expert Assistance And Resolving Escalated Customer Issues Through Technical Diagnosis And Troubleshooting.

2. Implement Escalation Procedures For Issues Beyond Agent Control, Ensuring First Call Resolution And Maintaining Customer Satisfaction.

3. Monitor And Evaluate The Quality Of Customer Interactions, Delivering Constructive Feedback And Coaching To Enhance The Performance Of Junior Associates.

4. Assist In Onboarding New Team Members By Providing Training And Ongoing Support, Fostering A Culture Of Continuous Learning And Improvement.

5. Lead Initiatives To Optimize Call Handling Processes And Enhance Overall Customer Service Efficiency, Utilizing Customer Satisfaction Management Techniques.

6. coordinating with internal teams, telecom carriers to ensure timely order completion.

7. Track order status and provide regular updates to our stakeholders.

8. Handle customer and internal escalations.

9. Support continues process improvement initiatives.

Skill Requirements

1. Technical Diagnosis And Troubleshooting Skills
2. Proficient Written And Verbal Communication Abilities
3. Familiarity With Customer Satisfaction Management Principles
4. Service Mindset With A Focus On Delivering Exceptional Customer Service

Must Have Skill

Customer Satisfaction Management,Technical diagnosis and troubleshooting,Verbal Communication,Written Communication,Customer Focus

Good to Have Skill

Telecom : Enterprise ( Provisioning)

Other Requirements

1. Optional Certifications In Customer Service Or Technical Support Are Valuable But Not Mandatory