Urgent Recruitment for Executive - TSC @ Tata Communications

Company Name:    Tata Communications

Designation:   Executive - TSC

Job Description:

1 Customer Front Line for Trouble Reporting.
2 Trouble Ticket Assignment to different technical teams
3 Escalation Management
4 Coordinating with resolver groups for updates
5 Sharing timely updates customer during TT Life cycle.
6 Ability to take inbound calls with a Neutralised Accent.
7 Confirming closure and sharing RFO with customer post resolution

B Position Requirement

Essential qualification Graduate / Diploma in Electronics and Telecom/Computer Engg with 1-3 yrs experience in above areas

Desired Qualifications Ability to use e-mail, internet, Word and other software

Fluent in English

Exposure to ISP Operations

C Person Specification

1 Excellent listening skills and very good communication skills
2 Good customer handling capabilities
3 Good interpersonal skills
4 Able to work under pressure and shifts
5 Good Analytical Skills
6 Very good aptitude for problem solving
7 Willingness to work in shifts.

D Key Objectives of the position

First Interaction with Neotel customers (South Africa) for fault logging and updates.

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. The Tata Global Network includes one of the most advanced and largest submarine cable networks, a Tier-1 IP network, with connectivity to more than 200 countries across 400 PoPs, and nearly 1 million square feet of data center and colocation space worldwide.

Desired Profile:

Essential Qualifications:

* Diploma course or Degree done in Networking/ Telecom, Computer Science.
* CCNA certified would be an added advantage.

Requisite Skills:

Technical

* Technical Process –understanding technical terms and logs, interpreting the information and accordingly taking the right decision.
* Handling inbound calls/outbound calls/emails of corporate customers pertaining to technical queries & complaints.

Functional

* Booking complaints/queries, providing updates and following up with the customer.
* Needs to be able to solve queries on the phone.

Behavioral

* Needs to be customer centric in approach.
* Needs to be focused in resolving customer queries on the phone
* Open to feedback on communication and technical knowledge
* Is able to handle customers –internal and external with sensitivity

Work Experience

* Any previous work experience in a call centre
* Experience in technical troubleshooting

Experience:   1 - 2 Years

Role:   Associate/Senior. Associate -(Technical)

Functional Area:   ITES/BPO/KPO, Customer Service, Ops.

Education:
UG - B.Tech/B.E. - Computers, Diploma - Computers

PG - Any PG Course

Location:    Pune

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