Job Description
Responsible for resolving customer complaints related to network experience across 4G, 5G, IoT, FTTx – Home & AirFibre for HSI and VVM services. Analyze complaint trends, identify root causes, and collaborate with cross-functional teams to ensure prompt resolution and minimal impact on customer experience.
Responsibilities
1. Investigate and resolve customer complaints via multiple channels (Call center, Circles, THD, email, social media etc).
2. Analyze complaint trends, identify patterns and escalate to Cross functional teams/states.
3. Able to correlate the alarms/KPI dip with the various customer facing KPIs and take necessary action.
4. Collaborate with NPO/NPE/NOC, QA & Geography teams to resolve issues.
5. Provide L2 Technical support to geography/THD team.
6. Utilize troubleshooting tools and methodologies to identify root causes.
7. Provide timely updates to SRs on complaint resolution status.
8. Document and track complaints in HPSM system.
9. Pa...
Responsibilities
1. Investigate and resolve customer complaints via multiple channels (Call center, Circles, THD, email, social media etc).
2. Analyze complaint trends, identify patterns and escalate to Cross functional teams/states.
3. Able to correlate the alarms/KPI dip with the various customer facing KPIs and take necessary action.
4. Collaborate with NPO/NPE/NOC, QA & Geography teams to resolve issues.
5. Provide L2 Technical support to geography/THD team.
6. Utilize troubleshooting tools and methodologies to identify root causes.
7. Provide timely updates to SRs on complaint resolution status.
8. Document and track complaints in HPSM system.
9. Pa...
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