t a n l a
Connecting
people and things
Lead - Customer Operations
Mumbai

About the Role: Responsible for creating and managing different categories of accounts like SMS, Voice, Email &WhatsApp. This role involve Team management, Internal stake holder management, Platform training, Handling escalations - 24*7.

What you’ll be Responsible for?

  • Provide support adhering to SLA parameters (including quality, and response/resolution time criteria) - Attend and acknowledge each customer call/mail.
  • Responsible to create and manage Karix build products and services
  • Collect all the required information as per the checklist
  • 24*7 availability for internal and external stake holders
  • Handle 1st level escalations from internal and external stake holders
  • Team building and management
  • Perform basic level troubleshooting for resolving customer issues
  • Collaborate in investigating issue during escalations
  • Assist in resolution of technical/non-technical issues faced by customers.
  • Provide timely updates to customers and 100% documentation (RCA) on all the resolutions.
  • Ensure 100% adherence to Provisioning processes:

a. Time accounting

b. Ticket management

c. Review of backlogs owned on a shift basis so as to make them close to zero.

d. Review of owned incidents that are completed and need to be closed.

e. Follow-up with customers on the solution provided.

  • Review customer feedback with a view to improving and enhancing support quality
  • Replicate, test and resolve incidents that were logged by customers
  • Ensure proactive communication on the known actions or events

What you’d have?

  • Should be Graduate
  • Should be good in mysql, oracle DB in executing the queries
  • Good written and verbal communication skills
  • Should have 5-7 years of experience in Customer facing role

Why join us?

We thought you would never ask! We offer all the usual stuff: competitive salary, flexible working hours, challenging product culture but the real perks are:

• Challenging and fun work environment solving meaningful real-life business problems - you will never have a boring day at the office.

• World-class team who love solving tough problems and have a bias for action. Tanla is an equal opportunity employer.

We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability, or veteran status.

www.tanla.com