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Expert CRM Operations

1.00 to 10.00 Years   Islamabad, Pakistan   02 Dec, 2022
Ericsson
1 Jobs Openings
Job LocationIslamabad, Pakistan
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther Business Support Services
Functional AreaNot Mentioned

Job Description

About this opportunity!This role would be responsible for Operations of CRM DBSS Stack System to support organizations Business smooth functioning.What you will do:

  • Be responsible for the Management of Operational areas
  • Deliver seemless & timely Operational support of Channel Administration activities (New Channel Resource definition to Sale- Issuance Product Definition to Recycling, Analysis based Management Reporting) to all supporting functions and Operation issues to all support functions
  • Provide accurate & SLA Based timely processing
  • Manage Critical Controls Identification, coordination & resolution of issue in above Critical Controls
  • Coordinate & Resolve of Critical DBSS Interfaces (Internal & External), Channel & all Linked Application issues
  • Develop of Processes, SOP for Smooth DBSS Operation
  • Lead Analysis based Optimization initiatives, Identify gaps and provide visibility into areas of improvement
  • Be the escalation point for all DBSS Operations in order to drive bottle necks
  • Provide synergy opportunities between the all the relevant areas as well as with collaborating functions to increase effectiveness. End to end ownership of CRM Related Customer Complaints issue resolution
  • Be responsible for defining, Management of CRM Customer Complaint Framework
  • Streamline Complaint management process with issue resolution plans
  • Coordinate between Teams, driving issue resolution by involving Vendor/Stakeholders
  • Manage CRM Complaint TAT, Real Resolution with regard to the committed targets
  • Develop an operational agility plan and highlight current gaps
  • Raise and resolve existing bottle necks in order to drive operational agility for the business
  • Develop a framework for the smooth implementation by covering all aspects and support required to L1 teams
  • Lead the DBSS area and take on initiative to spearhead the automation of all manual processes
You will bring:
  • A minimum of Bachelors degree in computer sciences, Masters degree is preferable
  • At least 6+ Years experience of working in the BSS/OSS Domain and at least 2 years experience in a similar role
Skills ? Specific:
  • A good understanding and experience of BSS/OSS Stack System Sound understanding of Telecom and cellular business
  • A solid understanding of MariaDB, MS SQL and ORACLE
  • Hands on experience on Linux and windows base applications
  • ASP.NET, Python will be preferred
  • Should have the skills for handling small and sophisticated change(s).Strong expertise in CRM
  • Effective communication and negotiation skills
  • Problem solving by providing timely solutions
Skills ? Generic:
  • Should have sound hands on working experience and knowledge of BSS/OSS and its functions
  • Ability to work in a challenging environment and sustain pressure
  • Strong analytical, presentation, communication, dispute resolution skills
  • Results oriented
  • Team management
  • Proactive, solution-focused and service-oriented
  • Interactive personality with the ability to build and maintain strong relationships
  • Able to work independently as well as a part of a team
Why join Ericsson?At Ericsson, you?ll have an outstanding opportunity to use your skills and imagination to push the boundaries of what?s possible! You will get to build unprecedented solutions to some of the world?s toughest problems. You?ll be challenged, but you won?t be alone. You?ll be joining a team of diverse innovators - all driven to go beyond the status quo to craft what comes next. Are you in?What happens once you apply?Click Hereto find all you need to know about what our typical hiring process looks like.A whole new world of opportunities is waiting across our MMEA ? visit the link to learn more about the Market areahttps://internal.ericsson.com/book/85964/mmea-all-you-need-know?unit=31501901&location_tid=351Please note that all applications have to go through SuccessFactors and applications outside SuccessFactors would not be considered.You can reach out to the primary recruiter ? Faith Bathabile Mothogoanebathabile.mothogoane@ericsson.com or Hiring Manager - Muhammad Yousufmuhammad.x.yousuf@ericsson.comin case you need any clarification.Encouraging a diverse and inclusive organization is core to our values at Ericsson, thats why we nurture it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team.Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, learn more.Primary country and city: Pakistan (PK) || Pakistan : Federal : Islamabad Job details: 2nd Level Operations Primary Recruiter: Faith Bathabile Mothogoane

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