Service Operations Specialist

About the Role

We are seeking a Service Fulfilment Operations & Quality Specialist to join our Technology & Operations – Service Fulfilment team. This role is responsible for providing customer support on post-delivery related activities, monitoring service performance and ensuring a positive customer experience. In addition, manage scheduling and dispatching field activities, tracking key performance indicators, managing inventory, ensuring safety compliance, and maintaining accurate records for ZOI customers across different locations.

Responsibilities

1. Customer Support for Field Activities

• Scheduling & Dispatching: Plan and schedule field activities, dispatching technicians or other field personnel to customer locations across the different locations of ZOI.
• Performance Monitoring: Track key performance indicators (KPIs) for field operations, such as service completion times, first-time fix rates, and customer satisfaction.
• Inventory Management: Manage inventory of tools, equipment, and parts used by colocation customers and field teams.
• Safety Compliance: Ensure all field activities are conducted in accordance with safety regulations and company policies.
• Customer Communication: Communicate with customers regarding service appointments and updates.
• Problem Resolution: Address customer complaints and resolve any issues that arise in the field.
• Reporting & Documentation: Maintain accurate records of field activities, expenses, and other relevant data.

2. Service Quality Management

• Make sure all orders are delivered with details service diagram sharded with INOC & Submarine NOC team.
• Ensure adherence to service level agreements (SLAs) for wholesale customers.
• Contribute to customer services reporting [monthly, quarterly] and attend review meetings wherever required.
• Test and report voice quality regulatory requirements.

3. Operations Process Review and Enhancement

• Identify opportunities to enhance operational workflows, customer support processes, and service delivery methods.
• Analyze recurring issues and bottlenecks to develop strategies for more efficient resolution.
• Document and standardize procedures to ensure consistency and quality across support teams.
• Work with cross-functional teams to implement changes and monitor their effectiveness.

Qualifications

• Bachelor's degree in a related field is preferred.

Experience

• Minimum 4 to 5 years of experience in Telecommunications Industry.

Knowledge / Technical Skills

• Thorough knowledge of wholesale and network operations.
• Knowledge of International and National operations and business deals.
• Ability to think critically and make decisions quickly.
• Good understanding of Network systems, infrastructure, and emerging technologies.
• Good knowledge of terrestrial and submarine systems.

Equal Opportunity Statement

At ZOI, we are committed to diversity and inclusivity in our workforce. We encourage applications from all qualified individuals.