• Customer Service and Support

Industry IT
Location Bangalore
Experience Range 1 - 4 Years
Qualification (BE)
Open

Job Description
About Us
Affluent is a 6+ years old organization with a strength of 550+ employees providing Project Services and Managed services support to our clients. We are a very stable financial company with revenues of 90CR and a total strength of 500+ employees spread across Hyderabad, Bangalore, Pune, Mexico and North America. Being an ISO 9001:2015 Company, we are also Microsoft authorized Gold Partner and Cloud Solution Provider. Our Clients include but not limited to Microsoft, Deloitte, All State, State Street, Nomura, HoneyWell, Fiserv, Oracle, IBM, Bajaj and BNP; supported from our Indian offices in Hyderabad (Financial District & ODC at Kondapur), Bangalore and Pune.
Roles and Responsibility

Key Responsibilities

?Process customer requests (orders, provisioning, Post activations, billing)

?Provision and management of Consumer and Small Business- NBN Orders

?Validates & Verify customers details provided by Sales from various legacy systems

?Booking of NBN and Telstra appointments for customers

?Remediate the fall out as per the Order remediation guide and Panviva work Instructions

?Escalating the dependencies to the relevant teams for any assistance

?Ensure compliance adherence and timely completion of milestone

?Effective communication on order status to Customers/Stakeholders

?Effective communication with other business units to obtain the required information to successfully manage the Customers order

?Work collaboratively with teammates to solve customer issues as quickly and as efficiently as possible.

?Updating & keeping records of customer interactions, transactions, comments and complaints as per defined process guideline

?Take Ownership of and always keep customer commitments

?Seek support and guidance if required

?Demonstrates resilience and flexibility to change

?Sales Order Quality ? get things right at First Time up front in order to reduce rework

?We Care ? Privacy & Protecting our customer ? take all steps to protect customer?s privacy

?Answer customer enquiries to appropriate area when necessary.

?Meet prescribed customer service standards and performance objectives

 

Key Relationships/ Interdependencies

InternalWhat key internal relationships would someone in this role need to build and manage in order to achieve the outcomes of the role?

?E.g.  ?  Peer Group

?O2A- Sales retails channels

?Complains/Escalations Team

External What key relationships would someone in this role need to build and manage in order to achieve the outcomes of the role?

E.g.

Customers

Dealers

 

Qualifications/Experiences

Essential

?Effective communications skills

?Problem Solving Skills

?Working in complex environment of using multiple systems /applications at same time

?Technically Sound / Analytical approach High desirable

?International contact centre Background

?Telecom Experience

 

Feeder RolesPotential Career pathway

Which roles are likely to lead to this position?

?Customer Service ConsultantWhat are the possible roles for progression?

?Complaints Service Consultant

?Complex Customer Service Specialist

?Subject Matter Expert

?Customer Service Team Leader

Career Path

 

 

 

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