Jr Customer Service Executive - Service Delivery

Broad outline of the Role:

Responsible for driving day to day system and service engineering and operations. This is an operational role within Fibre services to plan, design and as-built the fibre assets in GIS tools that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes.

Minimum Qualification & Experience:

Technical/Engineering degree with 0-4 years of experience

Key Responsibilities:

• Support fiber planning and design
• Perform feasibility analysis
• Update GIS systems with the as-built documents received
• Co-ordinate with on-shore field engineers and suppliers to complete the assigned works on time
• Maintain SLA and FTR 100%
• Maintain self data and customer data secured and without error
• Be active in customer and internal meetings
• Handle KPIs of the customer
• Prepare reports and share them with the customer
• Schedule customer calls and present the slides

Technical Competencies:

• Candidate should know about telecom network architecture and its components, and should have detailed knowledge on optical fiber network and geographical information system and its tools such as AutoCAD, Smallworld, ArcGIS, etc.
• Should have detailed knowledge about fiber planning, designing and as-builts, quantity surveying and supplier management. Candidates with PMO skills are considered an additional value.
• Candidate should have good communication skills to have different levels of conversations with the on-shore/off-shore stakeholders.
• Should co-ordinate with the field engineer to ensure the actions are aligned with 100% SLA and quality.
• Design knowledge of the telecommunications industry and its practices/standards regarding the fibre construction costs to build an optical network.
• Must have skills in defining, evaluating, solving, and presenting alternatives to complex engineering problems and in applying engineering and economic principles while conducting studies and surveys to analyze a technical system or design.