Tata Communications Hiring for Sr. Customer Service Executive – Service Management at New Delhi Full Time

Job Family Descriptor Acts as primary customer liaison for implementation and ongoing operations for contracts to generate sales leads, drive technical service improvements and robust processes for managing service relationships with platinum and priority customers and ensure network and process optimization and relationship management including post product implementation. Participate in customer engagement reviews and provide service improvement recommendations as required. Ensuring operational rigour, efficiency and high quality in the overall lifecycle of customer service support. Ensuring adherence to agreed SLAs, ensuring alignment of internal operations, Product and Sales teams to customer needs. Responsible for change management, contract management and customer loyalty. Ensures successful transition of the engagement team to the delivery team with the overall objective to make TCL a preferred supplier to customer. Influence TCL retention with customer to increase revenue opportunities. Broad outline of the Role Has enough knowledge within Service Management to allow them to apply their knowledge efficiently and work productively with broad instruction.

Regularly participates in important projects or activities as a full contributing team member, is able to proactively identify important issues or risks, seeks the appropriate level of guidance and advice to ensure delivery of quality outcomes.

Operational role which is responsible for delivering results that have direct impact on the achievement of results within Service Management.

Works under direct supervision.

Able to identify problems and improve, change or adapt existing methods and techniques drawing from personal experiences and feedback.

Actively acquires more complex skills, techniques, operating practices, knowledge of abstract concepts in order to progress toward full proficiency in the field of specialisation.

Has skills and knowledge that will allow them to adapt to effectively deal with unfamiliar issues, challenges, problems within their field of specialisation.

Education: Graduate

Experience: 0-4 years Purpose – Broad objective of the role Operating Network – Key External Operating Network – Key Internal Size and Scope of Role – Financial Size and Scope of Role – No. of direct reports Size and Scope of Role – Total team size Size and Scope of Role – Other size parameters Minimum qualification & experience Other knowledge/skills Key Responsibilities

to drive the usage adoption and onboarding customers on the assigned regional accounts

Technical Competencies Knowledge / Skills Communication Skills