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Tata Communications Ltd hiring Junior Executive

Tata Communications Ltd hiring Junior Executive

Company Name: Tata Communications Ltd
Position: Junior Executive
Education: Any Graduate
Experience: 0 to 2 yrs.
Location: 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 qualifications in Science or technical field from a recognized university
OR
Diploma qualifications 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

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 consultants 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 Customers network and products
Strong listening skills, being able to listen effectively and understand customers issues
Ability to develop relationships with stakeholders (such as field, sales front of house, other areas)
Learning on the fly apply new learnings 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 processs 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

 

Company Profile:

 

Tata Communications is a leading global provider of a new world of communications. With a leadership position in emerging markets, Tata Communications leverages its advanced solutions capabilities and domain expertise across its global and pan-India network to deliver managed solutions to multi-national enterprises, service providers and Indian consumers.

 

How to Apply:

 

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