PAKISTAN TELECOMMUNICATION COMPANY LIMITED

Pakistan Telecommunication Company Limited (PTCL) is proud to be Pakistan most

reliable and largest converged services carrier providing all telecommunications
services from basic voice telephony to data, internet, video-conferencing and carrier
services to consumers and businesses all over the country.

Whether it is an office in the largest city of Pakistan or a home in a small village, we
are present in every corner of Pakistan to serve our customers.
NATURE OF JOB:
Pakistan Telecommunication Company Limited (PTCL) required highly competent,
dedicated and potential Client Services & Customer Support Manager with
minimum of Bachelors Degree and having a four years of experience with related
field.
JOB OBJECTIVE:
Manage and Strategize queues operations and Business KPIs like Financial,
Customer experience, People and strategic projects

JOB DESCRIPTION

This position is responsible for overseeing operations associated with the
Companys voice network and telecommunications services. Supervises staff
engaged in managing the design/development, administration, and operations of IT
Voice Network systems, functions, programs, and manages the delivery of IT
services across a multi-location enterprise environment. Including control of activities
such as systems design and analysis, applications and systems programming,
database management, telecommunications data processing operations, and field
service delivery.
Develops documentation and reports to reflect department activities. Coordinates the
financial analysis function and allocation for services responsible for making sure
that billing both to internal customers and from external providers is accurate.
Oversees and directs day-to-day operations of the companys voice network
and telecommunications services; including large-scale installations,
operations and support.
Participates in establishing technical standards for voice systems, voice and
network cable plant, and other miscellaneous communications services (e.g.,
wireless/mobile, paging, videoconferencing, etc.).
Evaluates, negotiates, and coordinates services with communications
suppliers (long distance carriers, wireless and paging, and contracted
services) to obtain reliable and cost effective support.
Maintains working familiarity with current technologies, trends, and regulations
that affect strategic planning for corporate communications systems.


CUSTOMER RELATIONSHIP
Deal directly with customers either by telephone, electronically or face to face
for NTC and fault handling
Respond promptly to customer inquiries and solve and investigate customer's
long- standing or complex problems for NTC, Faults.
Supervise the customer service teams to learn about the products or services
of the organization.
Obtain and evaluate all relevant information to handle inquiries and
complaints

PERFORM CUSTOMER VERIFICATIONS
Process orders, forms, applications and requests direct requests and unresolved
issues to the designated resource

PROCESS IMPROVEMENT & QUALITY MANAGEMENT
Improve the operational systems, processes and policies in support of organizations
mission - specifically, support better management reporting, information flow and
management, business process and organizational planning.
Play a significant role in long-term planning, including an initiative geared toward
operational excellence.

FAULTS MANAGEMENT
Timely Implement validation & withdrawal Activities for CCR/OSS/Sale
channels
Execute feasibility & non-feasibility for Planning & technical wing
Network handling and faults blockage with Regions and NMS coordination
Faults Handling, P&CEO complaints & NRB for customer verification
Closing of services PSTN with R & C / OSS coordination
Coordinate with planning wing for settlement of orders either feasible or Not
feasible
Record details of inquiries, comments and complaints and manage
administration
Collaboration with Ops & Technical Teams
Coordinate with RGMs for sale report for Maximum Installation of NTC & BB
Communicate and coordinate with internal departments
Manage and increase the effectiveness and efficiency of Support Services
(Operation Wings RGMs), through improvements to each function as well as
coordination and communication between support and business functions to
increase sale.
Undertake performance management of subordinate staff


QUALIFICATIONS/COMPETENCIES

Education: Advanced degree in Business Administration / Management Sciences
Expertise: Extensive experience in relevant field.

OTHER SKILLS:
Team Building and Team Management
Able to handle pressure
Able to do multitasking

NEGOTIATION SKILLS:
Time and Meeting Management
Excellent Communication verbal and written skills