Customer Services

1.   Should have worked in Agile methodology and microservices architecture

2.   Should have 7+ years of experience in Python and Django framework

3.   Should have a good knowledge of DRF

4.   Should have knowledge of User Auth (JWT, OAuth2), API Auth, Access Control List, etc.

5.   Should have working experience in session management in Django

6.   Should have expertise in the Django MVC and uses of templates in frontend

7.   Should have working experience in PostgreSQL

8.   Should have working experience in the RabbitMQ messaging channel and Celery Analytics

9.   Good to have javascript implementation knowledge in Django templates

Call Reception and Ticket Logging: Responsible for:

• Ensuring calls are answered professionally
• Ensuring that the relevant information is collected from the customer
• Ensuring that the correct level of priority is agreed with the customer
• The company reference number is provided to customer and customer reference number, where applicable is supplied to the Company
• Ensuring that the ticket is assigned to the correct engineer
• Ensuring that the engineer is aware that there is a new ticket assigned to their queue

SLA Management: Responsible for:

• Ensuring that appropriate attention is paid to P1s
• TPMs engaged immediately for engineer dispatch to the site where applicable
• The customer is forwarded to an engineer for a possible remote fix
• Ensuring that all tickets are managed in line with SLAs

Jeopardy Management: Responsible for:

• Ensuring that the ticket is managed in line with Company’s jeopardy management process

Escalation Management: Responsible for:

• Ensuring that the ticket is escalated appropriately in line with Company’s escalation process
• Provide 1st line escalation to customers and channels (referring to Jeopardy and Escalation Manager)
• Provide 1st line escalation into TPM (referring to Jeopardy and Escalation Manager)
• Responsible for advising Service Centre Manager of any missing information in the knowledge database

Communication Responsible for:

• Customer Communication
• Ensuring that the customer is updated regularly throughout the duration of the ticket
• Ensuring the quality of ticket input is of a high standard
• Ensuring that key internal contacts are advised of any issues
• Responsible for reading, understanding, and complying with Company’s Information Security policies.

FORMAL EDUCATION AND TRAINING

• Educated to an A-level minimum, with higher education qualification (degree or equivalent preferred). Alternatively, relevant and proven Industry experience would be accepted
• Industry or relevant business qualifications and accreditations would be desirable
• Proficiency involved in working in the service industry, with particular emphasis placed on customer focus issues.
• Ability to form close working relationships with the customer community, sub-contractors
• Excellent client-facing communications skills
• A Self-motivated team player with excellent interpersonal skills
• An outgoing individual willing to participate as part of a small and flexible team
• in European languages would be an advantage
• ITIL Foundation / ITIL v3 Foundation
• Overall telecommunications knowledge with an appreciation of the Nortel / Avaya / Genesys / AWS Product Set

Key skills & Experience

• An experienced Communications professional with a broad background in telecommunications at an operational level.
• Recognition of the issues

KEY COMPETENCIES

• Customer Focused
• Relationship Building and Maintenance
• Decision-Making Ability
• Inspiring Communicator
• Initiating Action
• Personal Responsibility

Essential Criteria:-

We are looking for people to join us as Business Development role which involves scouting in new ideas/ventures, marketing with the various sectors to establish the business at a new high. 


Functions and Responsibility: 

- Identify new opportunities, sectors and business segments for expanding the business volume and getting new projects in the field of MEP Services. 

- Identify, Build and Maintain business relations with new and existing clients in the market to know about their new projects and upcoming requirements. 

- Participate & Arrange major seminar/exhibitions/events for brand awareness in the market 

- Preparing a pre-tender report and presentations to the senior management on the project expectations, deliverable and timelines. 

What the Company Offer: 

- Opportunity to explore different market areas and products keeping sustainability and technology as a core 

- The Company shall match the comfort level of the associate along with projects based incentives ranging between 5-10% 

- Freedom to innovate and drive initiatives 

- Growth with the organisation 

Skills and Qualities we are looking for: 

- Entrepreneurial in nature 

- B-Tech graduate (an MBA degree would be an added bonus) 

RESPONSIBILITIES

• Will play a key role in designing and developing best-in-class workflows solutions for efi productivity suites
• Effectively communicate conceptual ideas, design rationale and the specifics of user-centred design process
• Create holistic design solutions that address business and end-user requirements collaboratively with R&D and Product Management organizations
• Create information architecture diagrams, wireframes, prototypes and screen flows along with visual design skills

MUST HAVE QUALIFICATIONS

• Degree in design communication, human-computer interaction or related field, or equivalent combination of education and experience
• 5+ years of experience in user experience design or industry experience (corporate, product, software)
• Mastery in Interaction design and good competency in Visual designs
• Capability to work using sketch or photoshop
• Experience working with cross-functional teams (including user research, product management and engineering)