Fixed Fulfilment Lead

Job Description

Digitally focused and providing a truly world-class customer experience is a critical part of what the Company stands for. From researching a product or service on our website to buying in a way that fits your daily life to receiving instant help and solutions to customer queries, we want customers to have the most engaging and inspiring experience possible so that they want to join Company and then stay with us because of the standard of service we provide. From driving penetration and functionality of the My Company App to developing and implementing our global customer experience program, our Customer Experience teams relentlessly identify ways to improve our customers experience of the Company to help us become a truly admired company.ÿWith us, you will:

• Coordinate and lead a team of diverse staff with a mix of FTCs onshore & offshore., as directed. Measure and report Customer Fixed NPS feedback and take corrective actions to make sure Fixed NPS is always in the high 70s.
• Engage with relevant field partners to get ensure the survey of all the connected buildings is updated with relevant details for e.g., Kahrama ID, Zone, Street, and building.
• Lead the OTDR/LSPM testing equipment and analyzed the testing reports to check whether the results are within the threshold.
• Field team audit to validate compliance to the scope of work and the Companys way of working. Own and maintain field service experience by providing regular training to the field team on the Companys way of working plus ensuring field agents follow the Company approved code of conduct.
• Ensure IPTV orders are completed within SLA and raise tickets for further troubleshooting of technical failures and follow up until completion of the order, reviewing customer feedback forms from the field team and taking necessary actions.
• Ensure all white-label managed services are billed under the correct products available in the system at all times.
• Provide training and engage with the offshore team to ensure orders are raised right the first time and ensure SLA compliance. Monitor and provide training to onshore teams to meet KPI.
• Organise monthly meetings with respective teams to improve the reduction in the quality of signups. Engage with the technology team to ensure patching and orders are updated in the inventory management team.
• Ensure all add-ons provided to the customers during activations are all added in the required system and also ensure that the proper escalation matrix is followed for smooth delivery.
• Fulfilling manual activities including but not limited to:
  • Customer appointment management.
  • Uploading and tracking fixed line inventory for 5G and Fibre.
  • Monitor SLAs across multiple field vendors and areas,
  • Tracking order failures and follow-up with technology teams to ensure end-to-end fulfillment happens in 48H.
  • Disconnection of fiber operator links based on disconnection request from the customer.
• Tracking and reporting of fixed line inventory and re-ordering based on run rate. Prepare periodic (daily/weekly/monthly) reports for business operations.
• Work closely with the digital team to build a seamless order management journey for enterprise, SOHO, large segment & consumer customers. 90% of overall sales lead to be converted to a successful installation.
• Engage with cross-functional teams to ensure customer service is delivered on time. Ensure VIP and VVIP orders are handled with utmost care and dedicated VIP field teams are deployed and monitored on the field.
• Performs related tasks consistent with skills and abilities and general responsibilities as assigned by the Line Manager.

Keyskills :