Telecom Engagement Agent / Analyst

The Engagement Agent serves as the primary point of contact for end customers, coordinating and supporting the successful delivery of telecom services while ensuring a high level of customer satisfaction.

Key Responsibilities

• Manage customer relationships and act as the primary point of contact for customer escalation and issue resolution
• Monitor the status of the services and other deliverables.
• Interact with sales teams and customer reach out over calls and emails
• Introducing the target telecom catch products to customers
• Ensure compliance with organizational standards, service-level agreements (SLAs), and customer requirements.
• Provide timely communication to stakeholders regarding order status, exceptions, and resolutions.
• Prepare regular status reports, dashboards, and updates for stakeholders and management.

Required Qualifications

• Bachelor’s degree or equivalent work experience in operations, supply chain, telecom domain, or a related field.
• 2+ years of experience in telecom order fulfillment, service assurance, service provisioning, operations support, or a similar role.
• Hands-on experience working with order management systems
• Strong organizational and time-management skills with the ability to manage multiple orders simultaneously.
• Excellent analytical and problem-solving skills with attention to detail.
• Strong written and verbal communication skills for effective stakeholder coordination.
• Proficiency in Microsoft Office tools (Excel, Outlook, Word)