Network/Customer Service Coordinator, DCoE

Project:Telecom Infrastructure Project

Reports to:Team Lead/Manager

Roles Involved:Task/Order Progression, Customer Communication, Call Handling, Task Allocation & Management, Jeopardy Management=

Role & Responsibilities:

• The key objective of the DCoE is to provide support to Field Engineers.
• Provide on-the-job support to enable tasks to be completed as effectively as possible.
• Aim to stop repeat fault reports to improve the customer experience.
• Handle reactive engineering calls and proactive provision and repair fallouts.
• Make real-time decisions based on diagnostics and suggest available/alternate options to field engineers after reviewing live system reports.
• Read, analyze, and understand design & planning specifications to coordinate successful installation and focused outputs.
• Understand the end-to-end Fibre/Copper rollout and network architecture.
• Foster understanding and collaboration between desk and field teams, providing the right assistance during fallouts for successful output.
• Candidates should have a basic understanding of Copper & Fibre journey in the telecom sector.
• Handle the first point of communication and represent the company while maintaining all required call etiquettes when dealing with customers.
• Liaise with other regional teams to understand timelines and ensure contractual dates are met and all required Key Customer Interactions (KCIs) reach customers on time.
• Provide support five days a week, Monday to Saturday.
• Work shifts between 8 AM and 5:30 PM on weekdays.
• The scope of work includes making and receiving calls, handling emails, and owning customer communications for any stages between order fulfillment journeys.
• Outbound calling, emails, and system updates as required by the process.
• Associates will have individual responsibilities and KPIs defined as per their division's requirements.
• Maintain call etiquettes when handling customers.

Skillset Required:

• Telecom Infrastructure Project experience is highly advantageous.
• Excellent communication skills to interact comfortably with customers.
• Willingness to handle (receive and make) phone calls throughout the day.
• Flexibility to work in any scheduled shift within the specified window.
• Flexibility to work from the office, home, or in a hybrid model as required.
• Previous experience in a contact center is an advantage.
• A fair understanding or experience in the FTTX domain is an advantage.