About this role
Key accountabilities and decision ownership: • Ensure Fixed/5G & Mobile activations for Consumer and Enterprise segment is done in defined SLAs. • Provide on-call support to sales team on 117 IVR. Track and report call reasons. • Support sales team with logging complaints for incorrect recharges done on customer account and take corrective actions as required. • Maintain call quality and follow all calls related parameters to ensure best service & support is provided to our sales team. • All applications such as, Open UI, ECR, Smartsheet, GWC portal, Remedy Tool, BPM portal etc. needs to be used on a daily basis and advisor needs to be well trained and must have hands on experience on all applications. • Take customer appointments for fixed installations. • Ensure the port-in orders are submitted within the agreed service level with smooth on boarding, and the port outs are thoroughly validated and processed within defined SLA for MNP/FNP requests. • Focus on customer end to end journey starting from activations until first billing. Work as part of a team to ensure always offering an awesome customer experience. • Ensure that the desired request is fulfilled within the agreed service level with quality. All the necessary information related to product & process needs to be reviewed and followed while performing daily tasks. • Follow the escalation matrix when escalating to get the response within agreed service level and validate all the relevant documents before creating customer account in system in proactive manners
Other facts
About HEXAWARE
At Hexaware, we're not just a global technology and business process services company; we're a community of 31,600+ Hexawarians dedicated to one singular purpose: creating smiles through the power of great people and technology. With a presence in 58 offices across 28 countries, we empower enterprises worldwide to embark on their digital transformation journey with unparalleled scale and speed.
As an employer, we're more than just a workplace. We put our people first, foster diversity and inclusivity, and prioritize their growth through robust learning and development programs. Our culture is a canvas for innovation as we work toward our shared vision of becoming the world’s most loved digital transformation partner.
Exciting, isn’t it? Visit www.hexaware.com to join us in embracing the magic of technology, as we passionately advocate for its potential to transform lives today and shape a brighter future. Together, we'll make the digital world a better place.
What you'll do
- The role involves ensuring timely activations for fixed and mobile services while providing support to the sales team. Additionally, the team member is responsible for maintaining call quality and managing customer complaints effectively.
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