6 Pence

Customer Problem Management (Telecommunication)

Job Expired

Job Overview

Main Activities The below are considered as part of the Customer Problem Management (CPM) Flow: (Duties & Responsibilities)

  • CPM team is responsible to investigate and track complaints that impact the network services provided to end users according to the scope of the Managed Services Agreement.
  • The CPM team is responsible for maintain the SLA for each complaint.
  • CPM team is responsible for communicating status information about network incidents to the relevant stakeholders in addition to updating them about its resolution progress.
  • The CPM process includes end user services configuration, provision and lifecycle management limited to user services only. All the other provisioning activities related to network to fulfill a demand for services would be catered in their respective areas.
  • Identifying and analyzing customer problems and issues related to products or services offered by the company.
  • Investigating and diagnosing problems reported by customers by gathering information and performing technical analysis.
  • Developing solutions to solve customer issues efficiently and effectively, while ensuring customer satisfaction.
  • Interacting with customers to provide technical support and assistance over the phone, email, or chat.
  • Coordinating with internal teams such, quality assurance, and product management to address customer issues and ensure timely resolution.
  • Maintaining accurate documentation of customer issues and resolution processes and providing regular updates to relevant stakeholders.
  • Conducting root cause analysis and creating reports to help identify recurring issues and improve overall product quality.
  • Participating in cross-functional teams to improve customer service and support processes and provide recommendations to senior management.
  • Staying up to date with industry trends and technologies related to customer problem management and customer support and making recommendations to improve processes and tools.
  • Providing guidance and mentoring to junior team members, if applicable

Qualifications & Experience:

  • Degree within Electrical Engineering / Telecommunication Engineering / Computer Science / Computer Engineering.
  • 3-5 years of experience
  • Knowledge of Managed Service telecom operations practice.

Additional Requirements:

  • Knowledge sharing and collaboration skills
  • English skills
  • Delivering results & meeting customer expectations
  • Analyzing

More Information

  • This job has expired!