Role & responsibilities

Company Name: Gazon Communications India Ltd.

Department: Enterprise Customer Service / Customer Experience

Position: ILL Virtual Customer Service Executive

Location: Wakad, Pune

Work Mode: Work From Office

Working Days: Monday to Saturday

Experience: 1-3 Years (preferably in ISP, Telecom, ILL or Enterprise Customer Support)

Job Summary

We are looking for a proactive and customer-focused ILL Virtual Customer Service Executive to manage service requests, complaints, and customer coordination for our Enterprise Internet Leased Line (ILL) customers. The candidate will be responsible for providing timely updates, monitoring service tickets, coordinating with internal technical teams, and ensuring customer satisfaction through effective communication and follow-ups.

The ideal candidate should have positive communication skills, a strong customer service orientation, and the ability to manage multiple enterprise customer issues while ensuring timely resolution and adherence to Service Level Agreements (SLAs).

Key Responsibilities

1. Enterprise Customer Relationship Management

Act as the primary virtual point of contact for assigned enterprise ILL customers. Maintain professional relationships with corporate clients and ensure a positive customer experience.

Proactively communicate service updates, planned maintenance schedules, outages, and restoration timelines.

Handle customer queries professionally through calls, emails, and other approved communication channels.

Ensure regular follow-ups with customers and maintain clear communication until issues are resolved.

1. Complaint and Service Request Management

Register, categorize, prioritize, and track customer complaints and service requests in the ticketing system. Monitor open, pending, and escalated complaints to ensure timely resolution.

Coordinate with NOC, technical support,



field engineers, installation teams, and other internal departments.

Follow up on network downtime, packet loss, latency, connectivity issues, and other ILL service-related complaints.

Ensure customers receive regular updates on ticket status and expected resolution timelines.

Confirm service restoration with customers and close tickets after appropriate validation.

Maintain accurate records of customer interactions, complaints, resolutions, and pending actions.

1. SLA Monitoring and Escalation Management

Monitor service tickets against agreed Service Level Agreements (SLAs). Identify tickets approaching or exceeding resolution timelines and escalate them to the appropriate technical or management teams.

Track major service outages and coordinate communication with affected enterprise customers.

Ensure timely escalation of critical incidents affecting business connectivity.

Prepare escalation summaries and follow up with responsible teams until closure.

Support service review meetings by providing ticket status, downtime details, and SLA performance updates.

1. Proactive Customer Support

Conduct regular follow-ups with enterprise customers to understand service concerns and pending requirements. Identify repeat complaints and coordinate with technical teams to determine the root cause and prevent recurrence.

Inform customers about planned network maintenance, service disruptions, and restoration updates.





Monitor customer dissatisfaction and take timely action to address concerns.

Support customer retention by ensuring consistent service communication and timely complaint handling.

1. Coordination with Internal Teams

Coordinate with the Network Operations Centre (NOC), field operations, service delivery, installation, and enterprise sales teams. Track pending technical activities, site visits, and customer dependencies.

Follow up on circuit activation, configuration-related requests, service upgrades, and other service-related activities, as applicable.

Ensure smooth communication between customers and internal stakeholders.

Maintain ownership of customer complaints until resolution, even when multiple teams are involved.

1. MIS Reporting and Documentation

Prepare daily, weekly, and monthly reports on open tickets, pending complaints, escalations, and resolved cases. Maintain customer-wise service complaint trackers and escalation records.

Track repeat complaints, downtime incidents, SLA breaches, and resolution turnaround time.

Share regular updates with the reporting manager on critical and long-pending cases.

Maintain accurate customer contact details, circuit information, ticket histories, and service records.

Use Excel and internal CRM or ticketing tools for tracking and reporting.

1. Customer Satisfaction and Service Improvement

Ensure timely and qualified responses to customer queries and complaints. Collect customer feedback after complaint resolution and identify areas for improvement.

Analyse recurring service issues and highlight them to the concerned teams.

Maintain a customer-first approach while balancing SLA requirements and internal processes.

Contribute to improving response time, complaint resolution, and overall enterprise customer experience.

Preferred candidate profile

📌 Virtual Customer Service Executive (Pimpri-Chinchwad)
🏢 Gazon Communications
📍 Pimpri-Chinchwad