Sr Executive B2B Support
Posted on :
22-02-2024
Employer Active
1 Vacancy
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Jobs by Experience
3 - 0 years
Monthly Salary
Not Disclosed
Salary Not Disclosed
Nationality
Any Nationality
Gender
Male
Vacancy
1 Vacancy
Posted on :
22-02-2024
Job Description
Req ID : 2287407
- Provide efficient support for B2B customers over the phone with to first call resolution KPI.
- Escalate non-resolved cases to concerned departments as per Call Center procedures.
- Follow-up on progress of complaints settlement with departments involved, and ensure regular information is shared with customers.
- Identify and escalate situations requiring urgent attention to shift leader.
- Get the customer confirmation before closing any trouble ticket and provide proper conclusion on remedy system.
- Adhere to Call Center KPIs and defined service levels sat on employee yearly objectives.Respond to email messages for customers seeking help and contact them if required.
- Step-by-Step configuration for customer devices.
- Troubleshooting customer last mile and access equipment related to DSL, GPON, Fiber, 4G and Wireless subscriptions.
- Ensure customers subscribed speeds are matching service subscription defined in Company CRM.
- Execute additional configuration as per customer request within customer subscription bundle and eligibility.Monitor backbone links, network equipment, international circuits and VIP customers.
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Open tickets for any alert received and escalate the case to concerned department.
Employment Type
Full Time
Department / Functional Area
Key Skills
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