| Job Description: |
• Support end to end customer engagement and service delivery activities in the telecommunications domain
• Act as the primary operational interface between customers, internal teams, and vendors
• Serve as a primary point of contact during service provisioning, decommissioning, and migration activities
• Manage and track customer engagements to ensure timely delivery and high customer satisfaction
• Submit, monitor, and track service orders, migrations, and disconnections in customer systems
• Coordinate with internal teams, vendors, and technical stakeholders to resolve provisioning and service issues
• Support post provisioning and decommissioning activities to ensure smooth customer transitions
• Respond to customer inquiries and helpdesk tickets, providing timely issue resolution during transition and hyper care periods
• Identify risks, delays, and service gaps and escalate issues through defined paths
• Maintain accurate documentation of orders, issues, resolutions, and customer interactions
• Prepare status updates, trackers, and reports on fulfillment progress, transition health, and service outcomes
• Conduct post cutover customer follow ups to assess satisfaction with product transitions
• Track and report customer satisfaction (CSAT) metrics across wireline and related services
• Ensure adherence to organizational standards, customer requirements, and service level objectives
• Strong verbal and written communication skills with a customer focused approach
• Ability to manage multiple priorities in a fast paced operational environment
• Strong coordination, problem solving, and attention to detail skills
• Comfortable working across order management, ticketing, tracking, and reporting systems
• Willingness to learn and support multiple functional areas as business needs evolve
• Ability to collaborate effectively with cross functional and technical teams
• Bachelor’s degree or equivalent preferred
• 0–4 years of experience in operations, customer support, service delivery, or telecom/IT services
• Prior experience in the telecommunications industry required for experienced professionals
• Experience with migrations, order fulfillment, customer support, or service operations is a plus
• Ability to work in a fast paced, customer centric delivery environment
• Flexibility to support multiple operational functions and cross functional exposure
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