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Hiring for Top International & Domestic BPO

Keywords / Skills : Customer Service Executive (Voice) , Customer Service Executive (Non-voice) , Data Processing Executive

0 - 5 years
Posted: 2018-10-12

Job Description
Hi we have urgent openings for backend operation's for British Telecom, its a captive unit. Location is Gurgaon.
5 days working with fixed shifts and sat & sun offs.

Interview Process

Round 1: Online Test
Round 2: Extempore
Round 3: Operations Round
Round 4: HR + Operation / Managerial Round

PFB few Key Points of eligibility for this role:
1. Candidate should be flexible for US Shift
2. Excellent Communication Skills
3.This is not a Finance & Accounts Process / Profile / Role / Division
4.Good skills on Excel
5.Customer engagement skills
6.Please go through the attached JD (For role and responsibility details)

Brief overview of CDS :

CDS Gurgaon operations is being setup to provide back office contract management functions. CDS staff in Gurgaon will support the contract managers and business managers by providing back office services in the following 8 service towers:
1.Service Request Management: - Dealing to provide new /modify/cease the any service to the BT customer. SRM is revenue generation engine wherein we deal with customer orders to grow our revenue E.g. Customer order 1000 telephone line for their new site or cease 500 existing telephone lines

2.Billing: - Once the service request is completed it goes to the billing team to charge the invoice on monthly basis. Complete, accurate and timely invoicing is critical for customer payment and BT cash flow

3.Commercial Inventory Management: - This Tower keeps the check of cost hitting the contract from various suppliers and validates the cost v/s revenue to keep the health check of the contract

4.Resource Reconciliation: - This tower manages the cost of labor( Baseline) charges for people working on a contract like contract managers, Engineers, Technical designers, sales team etc

5.Third Party Contract administration: - Under this all activities related to third part suppliers to BT are covered. E.g. third party cost, payments to suppliers etc.

6.Query management: - Here all customer queries related to invoice or orders are dealt

7.Adhoc: - These are customer or inter BT management requirement asking for different reports related to all other tower. These reports are not part of planned activities

8.Contract Obligation:- Monitor all the BT contracts with end customers to ensure that BT fulfills all the contracted customers requirements.

Purpose Of Role:

Contract delivery shared service delivers critical business functions for BT’s large and complex tier 4 & 5 contracts. A CDSS associate is required to carry out the processes which includes commercial functions like billing etc and operational functions like project managing service requests etc in a timely manner while achieving required quality parameters - exceeding or meeting the SLA targets. Be able to work independently on producing deliverables in each of CDSS towers meeting the CDSS RFT and personal targets. Be able to participate in CDSS trainings and work under the floor operations management team in the defined operations framework. Be able to work and flexible in working in rotating shift environment to support global time zones and customers.

Key Responsibilities:

1. Handle back office (and in most cases speaking to the end customer) processing tasks including reconciliations, commercial management and transaction processing in an efficient and accurate fashion for CDSS customers.

2. Follow through tasks and take ownership to ensure they are completed to the required standards.

3. Delivering excellent customer service without compromising business needs.

4.Escalate queries to a team manager as appropriate, and ensure these hand-offs are completed in a timely fashion.

5.Ensure all requests are handled within required service standard

6.Establish and maintain effective working relationships with colleagues and customers alike.

7. Maintain regular and consistent attendance, punctuality and appearance.

8. Pursue personal development of skills and knowledge necessary for the role, and take responsibility for own learning.

9.Analyse and interpret financial statistics and other data and produce relevant reports.

10.Adhere to stated policies and procedures relating to quality management.

11. Think out of the box to deal with in-life process issues to meet customer SLA.

Salary upto 3.5Lacs /25k in hand + night allowance
Candidates with good communications skills apply

Contact Priya @ 9625356467 


About Company

British Telecom
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