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We are a leading communications services provider selling products and services to consumers, small and medium sized enterprises and the public sector. We also sell wholesale products and services to communications providers in the UK and around the world.

• Raising orders, creating PO/PR, getting quotes from different vendors and suppliers for telecom services and getting best bids commercially approved from the internal team.

• Reaching out to the suppliers for hardware quotes and delivery. Once the hardware and services quotes are finalized then reach out to customer along with the finalized order forms for both services and hardware.

• Once customer approves need to configure the requirements in the form of final order on internal applications

• Supporting the orders throughout the order journey until the services and hardware were delivered to the customer premises.

• Handling escalation calls, change kick off calls and HLEs for different customer sites around the globe throughout the order journey.

• Attending implementation calls along with PM and TDA to ensure smooth on-site implementation.

• Participated in meetings and discussions with internal and external stakeholders to discuss KPIs and strategies for successful completion of service projects.
• Prepared reports on service performance metrics and key indicators for management review.
• Developed and maintained database of service providers and vendors for easy and quick access to list of qualified providers for different jobs.

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs')
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Answer incoming calls and emails from clients traveling or interested in purchasing/researching travel by following standard scripts and procedures.

· Greet and converse with clients in a courteous, friendly and professional manner.

· Effectively turn client inquiries into sales

· Utilize appropriate selling techniques to meet revenue and close rate goals.

· Research travel rates, destinations, options and packages for customers

· Read provided scripts verbatim while maintaining sales and quality standards.

· Accurately answer general travel and site related questions.

· Provide information, suggestions and options in a manner that is accurate, effectively meets the needs of customers, and entices them to purchase.

· Accurately track and report call types and service issues.

· Promote and sell client products or services.

· Solicit sale of new or additional client services.

· Process calls to achieve or exceed the established daily metric, while maintaining an average talk time consistent with international premium B2B travel account.

· Meet or exceed quality standards.

· Minimum 12 months experience in an international voice process

· Experience of • Voice • Email • Chat • Back Office Management

· Open to Work 24*7