Job responsibility
- Customer Pulse End-to-End coordination with SM and customer for appointment, Interview, vendor alignment, recording processing & liaison with Marketing for upload on social media
- Portal Application Managing End to end Operations of the KC, CSO & Comms Portals
- Liaising with Vendor for bug fixing, new development, SSL, SSO etc. of all the portals
- Coordination with various TTL IT teams
- Serve as liaison between stakeholders and vendor for new dev. etc. UCC, CTA NPS and CE Quality Portals
- Interlocks with Internal & External stakeholders for various requirements
- Managing daily portal updates
- Managing vendor FTE, work and output supervision & coordination
- Validation & vetting of CC appreciations on monthly basis
- Customer education tutorial video content creation, coordination with vendor for AV and liaison with stakeholder & Marketing for upload/ release
- Reports & Analytics of KC portal & social media
- SCM & Vendor coordination, eNFA, Provision, PR/PO, & Invoice processing
- Social Media ideation for posts, tracking & maintaining statistics
- FAQ & Knowledge module creation & validation
- Draft creation for Internal/ External communication, SMS and WhatsApp scripts etc.
- Customer Communication release using Bulk Mail tool Campaigns like LCRM, Rollback, etc.
- Customer Communication notifications Campaigns like Outages, Collections, using SMS Gateway and WhatsApp for Business application
Shift Working
Normal Shift
Key Customer
External Customers, Internal Stakeholders & Partner/ VendorInternal teams | IT, Finance, Marketing, Product, Vendors/ Partners
Necessary Preferred
Skills
- Customer-focused mindset with a commitment to delivering exceptional service.
- Customer centric and high focus on processes
- Strong technical aptitude and the ability to identify & liaison with respective teams for resolution
- Excellent communication and interpersonal skills
- Familiarity with relevant technologies, tools, and methodologies.
- Ability to work independently and collaboratively in a team environment.
- Project Management Ability to plan Projects and manage timelines
- Sound Knowledge in Telecom or KM role in any industry
- Industry-Specific Knowledge Domain Expertise
- Understanding of Domain, Technical & Software aspects of intranet portals, pages, UX/UI, HTML & other Office tools
Qualification
Bachelor's degree in any stream
Overall Work Experience
.
- Minimum 4-5 years of experience in a similar role
Behavioural Attributes
- Strong customer focus
- Good analytical skills
- Strong communication and interpersonal skills
- Identifying issues and problem solving
- Inclination towards innovation thinking & solutions
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About Us
Transforming Businesses through Digitalization
Tata Tele Business Services (TTBS), belonging to the prestigious Tata Group of Companies, is the country's leading enabler of connectivity and communication solutions for businesses. With services ranging from connectivity, collaboration, cloud, security, IoT, and marketing solutions, TTBS offers the largest portfolio of ICT services for businesses in India. With an unwavering focus on customer-centricity and innovation, TTBS continues to garner recognition from customers and peers alike.
Our People Shape Our Journey Ahead
We are India's leading enabler of digital connectivity and technology solutions for businesses - a feat possible only because we are fueled by the dedication and passion of our people. We welcome the finest talent and believe in nurturing and mentoring them to rise into leadership roles, while standing tall on our ethics and values.
