Sr Engineer - Global Customer Service Operations

Tata Communications; Mumbai; On-site; INR 450,000 - 750,000; Full time

Job summary

Tata Communications is seeking a customer operations professional in Mumbai to manage and resolve customer queries, ensuring quality outcomes in a fast-paced environment. The role focuses on ownership of issues and proactive SLA adherence.

The ideal candidate will have a graduate degree with 3-5 years of experience, and demonstrate strong problem-solving skills, customer service experience in high-availability settings, and a willingness to stay updated with the latest technologies in the domain.

Qualifications

• Graduate with 3-5 years of experience.
• Experience in customer service support in fast-paced, high availability, 24x7 environments.
• Willingness to learn and adapt to latest technologies.

Responsibilities

• Taking ownership of customer issues reported, solving their problems through by providing resolution.
• Researching, diagnosing, troubleshooting, identifying solutions to resolve system or application issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Ensure SLA are achieved and work proactively to maintain the same.

Skills

Problem solving

Customer service

Technology awareness

Education

Graduate

Job description

Broad outline of the Role

• The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes.

Minimum Qualifications & Experience

• Graduate with 3-5 years of experience

Other Knowledge & Skills

• Demonstration of problem-solving skills
• Prior experience of providing customer service support in fast paced, high availability, 24X7 environments.
• Maintain awareness of latest technologies in the domain

Key Responsibilities

1. Taking ownership of customer issues reported, solving their problems through by providing resolution.
2. Researching, diagnosing, troubleshooting, identifying solutions to resolve system or application issues.
3. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
4. Ensure SLA are achieved and work proactively to maintain the same.