Assistant Manager - Customer Complain Analysis and Solution Implementation
Location
Akbar Brothers - 1st Floor
Closing Date
12/31/2022
Description
Lead the Technical team to analysing and providing best solution to Access network related complaints
Perform as a single point of contact for internal stakeholders within the company, especially LE, SME & CV for updating status of assigned Access Network complaints & solution implementation.
Involve with team for optimum and cost effective engineering solution for assigned Access Network complaints considering customer satisfaction and company interest
Continuous follow up with team to ensure optimal network resource usage to resolve customer issues and improve service experience
Leading teams to follow best practices with respect to complaint analysis and thereby achieve the SLAs and NPS by providing timely resolution
Engage & Interact with supporting internal divisions, such as , Access Network/Transmission Planning, Access/Core Network Operation, Customer Field Support and external suppliers/contractors to achieve solution delivery excellence to meet customer expectation
Field and customer visit to monitor and assess on provided customer solutions and recommendations for further improvement
Coordinate with Vendors and Suppliers to identify and evaluate appropriate products to deliver Customer’s Interim Solution Requirements (Small Cell, Repeaters) & coordinate for POC
Troubleshooting Customer Solutions and related products (Small Cells and Repeaters) with the support of the internal teams & Vendor.
High-Level Analysis of Customer Complaints to Improve the Network using Optimization Techniques
Preparing the Annual Budget Plan for the Procurement of Residential and Enterprise Customer Solutions.
Responsible to carryout Special Projects to improve the Productivity of Complain Analysis and Material Management.
Entry Requirements
A B.sc degree in Engineering in Electronics, Telecommunications, Electrical & Electronics from recognized Sri Lankan University accredited by IESL or foreign University accredited by An AMIE (SL), with minimum 4 years related service experience
Advanced Diploma in Telecommunications/Electronics/Electrical & Electronics or computer) from HNDE/NDT/NDES/Diploma in Technology (OUSL)/Advanced Diploma in Telecommunications Technology with minimum 8 years related service experience. Having Associated Membership from IESL would be a definite advantage
Fair knowledge in Access Network Customer complaint Management and Resolutions
knowledge on Radio network planning and design concepts, optimisation & vendor telecommunication algorithms.
Good knowledge on engineering & Analysis tools ( DT Tools, planet, Oss, u2000, CEM, Discovery, MapInfo, etc)
Team Management skills
Good knowledge in MS Office packages. (MS Word, Excel, PPT, Visio etc.)