Service Experience Lead Engineer
Job Description
Title: Service Experience Lead Engineer
Company Name: Banglalink
Vacancy: Not specific
Job Location: Anywhere in Bangladesh
Employment Status: Full-time
Educational Requirements:
∎ B.Sc. in Electrical and Electronics Engineering/ Computer Science & Engineering from any UGC Approved University
Job Responsibilities:
∎ Handle customer complaints on technology (network & Core) services through different customer-facing interfaces/ channels and perform 1st level Technology investigations to escalate issues to concerned Technology units for further investigation & solution
∎ Highlight overall service degradation, maintain Database to track & follow-up complaints properly and follow up with cross-functional Technology teams for timely fault rectification of site/service
∎ Assist in arranging regional meetings in the commercial regions between Technology units, B2C Sales, marketing to address and resolve B2C network/Core service issues
∎ Receive agenda from B2C regional Sales and Monobrand teams and perform initial investigation and periodically market visit & analysis of customer's insights on the quality of service
∎ Get customer insights from different customer-facing interfaces and coordinate with commercial & technology units to improve customer experience in B2C segments.
∎ Identify and resolve RAN performance issues from B2C sales input and proactively monitor RAN performance
∎ Arrange to improve customer's net promoter score (NPS) on technology service by adhering better SLA/OLA, identifying improvement scopes, and complaint resolution trend
∎ Prepare customer experience status report on B2C customer's complaint trending & insight analytics with commercial & Technology stakeholders
Additional Requirements:
∎ 4-5 years of relevant experience
∎ Sound knowledge of GSM/WCDMA/LTE Technology
∎ Basic knowledge of IT application & services
∎ Basic knowledge of database management
∎ Basic knowledge of project management
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 13 Apr 2022
Company Information:
∎ 7 Apr 2022
∎ Banglalink
Category: Engineer/Architect
: Apply Online
Source: bdjobs.com
Deadline Expired on 13th Apr 2022
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