Assistant Manager – Customer Complain Analysis and Solution Jobs at Dialog Axiata PLC in Colombo, Sri Lanka.

  • Post Date: November 23, 2022
  • Apply Before: December 23, 2022
  • Applications 0
  • Views 14
Job Overview

Assistant Manager – Customer Complain Analysis and Solution


Customer Care Coordinator Jobs at Audissey Custom AV Solutions (Pvt) Ltd in  Colombo , Sri Lanka - Exploreture



  • Lead the Technical team to analysing and providing best solution to Access network related complaints
  • Perform as a single point of contact for internal stakeholders within the company, especially LE, SME & CV for updating status of assigned Access Network complaints & solution implementation.
  • Involve with team for optimum and cost effective engineering solution for assigned Access Network complaints considering customer satisfaction and company interest
  • Continuous follow up with team to ensure optimal network resource usage to resolve customer issues and improve service experience
  • Leading teams to follow best practices with respect to complaint analysis and thereby achieve the SLAs and NPS by providing timely resolution
  • Engage & Interact with supporting internal divisions, such as , Access Network/Transmission Planning, Access/Core Network Operation,  Customer Field Support and external suppliers/contractors to achieve solution delivery excellence to meet customer expectation
  • Field and customer visit to monitor and assess on provided customer solutions and recommendations for further improvement
  • Coordinate with Vendors and Suppliers to identify and evaluate appropriate products  to deliver Customer’s Interim Solution Requirements (Small Cell, Repeaters) & coordinate for POC
  • Troubleshooting Customer Solutions and related products (Small Cells and Repeaters) with the support of the internal teams & Vendor.
  • High-Level Analysis of Customer Complaints to Improve the Network using Optimization Techniques
  • Preparing the Annual Budget Plan for the Procurement of Residential and Enterprise Customer Solutions.
  • Responsible to carryout Special Projects to improve the Productivity of Complain Analysis and Material Management.
Entry Requirements
  • A degree in Engineering in Electronics, Telecommunications, Electrical & Electronics from recognized Sri Lankan University accredited by IESL or foreign University accredited by An AMIE (SL), with minimum 4 years related service experience
  • Advanced Diploma in Telecommunications/Electronics/Electrical & Electronics or computer) from HNDE/NDT/NDES/Diploma in Technology (OUSL)/Advanced Diploma in Telecommunications Technology with minimum 8 years related service experience. Having Associated Membership from IESL would be a definite advantage
  • Fair knowledge in Access Network Customer complaint Management and Resolutions
  • knowledge on Radio network planning and design concepts, optimisation & vendor telecommunication algorithms.
  • Good knowledge on engineering & Analysis  tools ( DT Tools, planet, Oss, u2000, CEM, Discovery, MapInfo, etc)
  • Team Management skills
  • Good knowledge in MS Office packages. (MS Word, Excel, PPT, Visio etc.)

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Job Detail
  • Offered SalaryNot Specified
  • Career LevelNot Specified
  • Experience4 Years
  • GenderBoth
  • INDUSTRYTelecommunication
  • QualificationBachelor's Degree
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