Fixed Complaint Management Advisor

Job Overview

This role involves owning the support and communication of both planned and unplanned outages affecting customers, collaborating with technical teams to troubleshoot and resolve issues. The advisor is responsible for developing proactive measures to reduce technical complaints and enhancing customer self-service options.

Key Responsibilities

• Provide support and manage communication during service outages, working alongside technology teams to resolve customer issues.
• Collaborate with technical teams to implement proactive controls aimed at reducing technical complaints, track complaint metrics relative to the customer base, and recommend corrective measures.
• Partner with digital teams to develop self-service channels like apps and chatbots enabling customers to troubleshoot independently; keep customers updated on complaint status.
• Track and minimize repeat calls related to trouble tickets and document all customer interactions in the CRM system.
• Ensure subcontracted field teams adhere to standard operating procedures and log all resolution activities in the CRM tool.
• Conduct training sessions for frontline teams to empower first-call resolution and reduce ticket escalations.
• Monitor and report issues reported within 10 days and 1 month of installation, highlighting quality installation concerns to the Fixed Fulfilment team promptly.
• Handle routine fixed support activities such as first-level troubleshooting calls, scheduling home visit appointments, monitoring SLA compliance across multiple vendors, and ensuring timely closure of trouble tickets within 24 hours including field visits.
• Maintain field service quality by providing regular training on company procedures and ensuring field agents meet appearance standards (uniforms, IDs).
• Manage manual tracking and replenishment of fixed line inventory and use operator portals to verify IPTV fulfillment status.
• Gather and upload customer feedback collected from field teams into the CRM platform for future analysis.
• Perform additional duties aligned with skills and manager assignments.

Education and Expertise

• Engineering degree specializing in Telecommunications.
• Advanced knowledge of Fixed Fibre Services, including FTTX.
• Over 5 years of relevant experience in the telecommunications or service sector with focused fulfillment expertise in mobility and fixed services.
• Demonstrated capability managing diverse vendor teams to achieve high service standards.
• Proficiency with OTDR/LSPM testing tools and analyzing test reports to confirm results are within acceptable thresholds.
• Familiarity with Fixed Fibre technologies (FTTX) and measurement of 5G signal quality (RSSI) during field visits.
• Strong aptitude in creating training materials and troubleshooting guides based on real-world scenarios and technical root cause analyses to communicate effectively with customers.