IT Support​/Order Management Coordinator

Reports to:Team Lead/Manager

Roles Involved:Task/Order Progression, Customer Communication, Call Handling, Task Allocation & Management, Jeopardy Management

Summary of Position:

The primary responsibility of the Team Member, Controls position is to own, transform, and innovate the current order process at the desk. This team is responsible for handling orders that require manual intervention, job/allocation control, planning, or input from regional teams to ensure orders are completed seamlessly through the system.

Role & Responsibilities:

• Be part of one or more of the three divisions of work, with a comprehensive understanding of the end-to-end process to deliver efficient results.
• Serve as the first point of communication, representing our client, and follow all required call etiquettes when handling customers.
• Coordinate with other regional teams to understand timelines, ensure contractual dates are met, and that all required KCIs (Key Customer Interactions) are delivered to customers on time.
• Provide 5-day support from Monday to Friday.
• Work shifts between 8 AM to 5:30 PM on weekdays.
• Make and receive calls, handle emails, and manage customer communications throughout various stages of the order fulfillment journey.
• Involve in outbound calling, handle emails, and update systems as required by the process.
• Meet individual responsibilities and KPIs as defined for each division.

Skillset

Required:

• Telecom experience is highly advantageous
• Excellent communication skills to interact comfortably with customers.
• Ready to handle (receive and make) phone calls throughout the day.
• Willing to work any scheduled shift within the specified window and adapt to working from office, home, or a hybrid model as required.
• Previous experience in a contact center is advantageous.
• A fair understanding or experience in the FTTX domain is an added advantage.

Work Conditions:

• Monday to Friday, between 8 AM to 5:30 PM.
• Ability to work from office, home, or in a hybrid model as per the requirement.