Senior Team Lead - Customer Care

Experience: Not Available to Not Available years

Location: Bengaluru, India

Skills: Telecommunications, Networking Technologies, SFDC, Customer Service Management, Operations Management, Lean Six Sigma

Job Summary
Order Management’s primary responsibility is to ensure the order is verified, keyed, submitted and is completed and flows to billing. The process involves several handoffs and complexities based on the region, Customer, product and other variations depending on services sold.

Key Responsibilities
-Internet dedicated circuit, Ethernet connection, PIP circuits, Access Circuit
-Understands what a provisioning team does with order.
-Understanding of LEC.
-Customer handling experience
Order verification (OVC) and Order Entry
Data gathering and order verification with the customer to include:
• Customer name and technical and site contacts, site readiness
• Products ordered, product intervals and customer delivery date requirements
• Review order status communication plan
• Confirm all documentation and Customer information provided by Sales, Solution Architect,



Global Client Services and the Customer is complete
• Update and complete order information
• Submit order to provisioning
Fallout / Exception Order Management:

Skill Requirements
Skills and Qualifications
• Mandatory knowledge of Telecommunications, Networking Technologies, and Solutions Mandatory
• SFDC tool & processes knowledge
• Must have the ability to deliver written and verbal messages with customers
• Requires critical thinking in the decision-making process
• Overall technical aptitude and forward thinking
• Must be English literate and numerate
• Strong customer service focus with drive to deliver a world-class customer experience
• Clear confident communicator with solid written and verbal presentation skills
• Ability to work on own initiative with minimal supervision and also as part of a wider project/team

Other Requirements
1. Optional But Valuable Certifications In Customer Service Management Or Operations Management.
2. Certification In Lean Six Sigma Or Similar Methodologies Is A Plus

📌 Senior Team Lead Customer Care (Bengaluru)
🏢 HCL Technologies
📍 Bengaluru