Voice & Chat Process - Bangalore @ Alp Consulting

Key Responsibilities

• Process customer requests (orders, provisioning, Post activations, billing).
• Provision and management of Consumer and Small Business- NBN Orders.
• Validates & Verify customers details provided by Sales from various legacy systems.
• Booking of NBN and Client appointments for customers.
• Remediate the fall out as per the Order remediation guide and Pan viva work Instructions.
• Escalating the dependencies to the relevant teams for any assistance.
• Ensure compliance adherence and timely completion of milestone.
• Effective communication on order status to Customers/Stakeholders.
• Effective communication with other business units to obtain the required information to successfully manage the Customers order.
• Work collaboratively with teammates to solve customer issues as quickly and as efficiently as possible.
• Updating & keeping records of customer interactions, transactions, comments and complaints as per defined process guideline.
• Take Ownership of and always keep customer commitments.
• Seek support and guidance if required.
• Demonstrates resilience and flexibility to change.
• Sales Order Quality - get things right at First Time up front in order to reduce rework.
• WeCare - Privacy & Protecting our customer - take all steps to protect customer's privacy.
• Answer customer enquiries to appropriate area when necessary.
• Meet prescribed customer service standards and performance objectives.