Sr. Customer Service Executive - Provisioning & Configuration
Tata Communications
Date: 1 week ago
City: Chennai, Tamil Nadu
Contract type: Full time
About The Company
TSC Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
Position Title: Senior Customer Specialist- Voice Call Coach Trainer / SME
Location: Chennai / Pune
Grade: B2-2
Job Family: Customer Service Operations
Working Hours
We are looking for a Customer Coordination Specialist/ Voice SME with excellent English communication skills and experience in B2B as well as B2C Australian customer service domain. This role requires training the team on the communication skills and Australian voice accent, and auditing the call recordings and conducting trainings and creating personalized improvement plans to enhance the communication and call handling capabilities of team.
Key Responsibilities
TSC Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
Position Title: Senior Customer Specialist- Voice Call Coach Trainer / SME
Location: Chennai / Pune
Grade: B2-2
Job Family: Customer Service Operations
Working Hours
- Permanent Work from Office – 5 days a week
- Australian Business Hours (2:30 am / 3:30 am IST till 11:30 am and 12:30 pm)
- Holidays are followed as per Australian calendar.
We are looking for a Customer Coordination Specialist/ Voice SME with excellent English communication skills and experience in B2B as well as B2C Australian customer service domain. This role requires training the team on the communication skills and Australian voice accent, and auditing the call recordings and conducting trainings and creating personalized improvement plans to enhance the communication and call handling capabilities of team.
Key Responsibilities
- Training and coaching:
- Design and deliver communication improvement training programs for associates, focusing on customer service, and effective English communication.
- Develop training content aligned with Australian English standards.
- Providing personalized feedback and guidance to associates to enhance their skills and performance related to communications. This includes auditing call recordings, identifying strengths and weaknesses and share feedback to determine areas for improvement.
- Creating personalised tailored plans to address specific associate’s needs.
- Evaluating different call scenarios and create customize scripts to support and built competence.
- Call Audits:
- Evaluating call quality based on criteria such as communication skills, and customer satisfaction.
- Verifying that associate follows established processes and procedures on call.
- Bachelor’s degree in any discipline.
- Minimum 3 years of experience in call audit and training for international voice support, preferably in Australian voice process.
- International Call center operations (Australian English)
- Training and coaching
- Quality assurance
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