Service Delivery Ops Specialist

Skill required: Network Customers Operations - Customer Service Management

Designation: Service Delivery Ops Specialist

Qualifications:Any Graduation

Years of Experience:7 to 11 years

What would you do?
Helps transform back office and network operations, reduce time to market and grow revenue, by improving customer experience and capex efficiency, and reducing cost-to-serveGood Customer Support Experience preferred with good networking knowledgeThe Customer Service Management team focuses on managing the organization's interaction with current and potential customers. The team is responsible for handling customer queries, enhancing customer satisfaction, ensuring customer retention and ultimately driving sales growth. The team is also responsible for improving business relationships with customers.

What are we looking for?

Customer facing experience - direct contact with Clients

Good knowledge of the AT&T portfolio to resolve timely issues

Ability to work under pressure and when required outside business hours

Proactive approach to avoid issues and risks

Very good interpersonal skills:empathy; respectfulness; persuasive and diplomatic, communicative

Ability to multitask in a complex environment, deliver to timescales and prioritize workload

Pragmatic, lateral thinking and problem-solving skills

Analytical and resourceful

Understanding of geographical and cultural, human and business differences

Enough seniority to interact at senior levels within an organization

At least 4 years' experience in RA/QA role, of which at least 2 years with a customer facing role

Strong communication skills in English, both oral and written (B2 level) Roles and Responsibilities:

Random sampling check based on current vs previous month revenue with percentage

Review Cognos Top Net variance tab to validate Top & Bottom 25 customers.

Resolve issues, remove roadblocks either through team discussions or escalation

Drive improvements in the overall time to resolve a single dispute

Have a clear understanding of the complexity in a contract while reviewing the invoice

Status updates to manager and client

Identify anomalies in revenue and impacted areas

Improving customer satisfaction by pro-actively identifying potential revenue leakages and dispute avoidance