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Our client is a dynamic and forward-thinking telecommunications company based in Hemel Hempstead. They specialise in providing leading communication solutions to businesses of all sizes through Their Channel Partners. Their mission is to deliver reliable and innovative telecom services that enhance the business solutions offered by their Channel Partners.
As an employee-owned company, they have a positive culture of collaboration and commitment, with all employees driven to achieve business growth. This is an exciting opportunity to join as a key member of and contribute towards our mutual success.
Our client is seeking someone with strong Customer Services gained in a fast paced environment with a combination of dealing with outgoing and incoming calls, you will need the ability to think on your feet at be tenacious and work as part of the team.
The Telecoms Provisioning Coordinator is responsible for managing and coordinating the provisioning of telecommunications services for customers. This role involves working closely with various departments to ensure the timely and accurate setup of services, resolving any provisioning issues, and maintaining communication with customers throughout the provisioning process.
Responsibilities - Order Management:
- Receive and process customer orders for new telecommunications services, upgrades, or modifications.
- Verify order details, ensuring accuracy and completeness of information.
- Coordination and Communication: Liaise with internal departments, including sales, technical support, and operations, to coordinate the provisioning of services.
- Maintain regular communication with customers, keeping them informed about the status of their orders and any potential delays.
- Troubleshooting and Issue Resolution: Identify and resolve any provisioning issues or discrepancies that may arise.
- Collaborate with technical teams to troubleshoot and resolve service activation or configuration problems.
- Reporting: Maintain accurate records of all provisioning activities, including order details, status updates, and customer communication.
- Generate reports on provisioning activities, performance metrics, and service delivery timelines.
- Quality Assurance: Implement and adhere to company policies, procedures, and standards related to provisioning and service delivery.
- Customer Support: Provide excellent customer service and support, addressing customer inquiries, concerns, and requests related to provisioning.
- Assist customers with the setup and configuration of telecommunications services, as needed.
- Continuous Improvement: Identify opportunities for process improvements and efficiency enhancements within the provisioning workflow.
- Collaborate with cross-functional teams to implement best practices and streamline provisioning processes.
Experience & Skills
- Excellent communication, interpersonal, and organisational skills.
- Previous experience in telecom provisioning, customer service, or a related role with sound knowledge of telecommunications services, technologies, and industry standards.
- Experience of managing and resolving complex customer and provisioning issues and seeing these through to successful resolution
- Proficiency in using telecom provisioning systems, CRM software, and Microsoft Office applications.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Able to converse clearly and concisely over the phone, by e-mail and in person internally and externally at a variety of levels
- A Can do attitude with a willingness to learn
Work Hours: 8.30am to 5pm Monday to Friday and occasional weekends and Bank holidays where skeleton staff is required. After probationary period. The salary is negociable dependent on experience in the telecoms industry with full training provided
As an employee-owned company we have a positive culture of collaboration and commitment, with all employees driven to achieve business growth. This is an exciting opportunity to join as a key member of the business and contribute towards our mutual success.
