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Alcatel Lucent

Alcatel-Lucent enables the delivery of meaningful services to end-users through its unequaled portfolio and expertise in mobility, broadband, applications and converged communications. Alcatel-Lucent has been present in India since 1982, when Alcatel entered the Indian market with a technology transfer with ITI Ltd. and became the first company to manufacture digital switching equipment in the country. Alcatel-Lucent has contributed significantly to the development of the Indian telecom mark... Read More

Address      DLF Cyber Greens, 14th & 15th Floors, Tower C, Phase-III DLF City, Gurgaon, Haryana - 122002
Website      www.alcatel-lucent.com/
Holding      No Holding Details

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Global Welcome Center Agent

Job DescriptionSend me Jobs like this The Global Welcome Center (GWC) is responsible for providing 24*7*365 access for customers and ALU employees to request maintenance services for ALU products and multi-vendor equipment and solutions under maintenance contracts. The GWC Agent accepts support requests from customers or internal ALU employees for a variety of maintenance services (remote or onsite technical support, parts replacement, parts repair) for complex network applications and end-to-end multi-vendor networks. These requests are received via telephone, web or email. Using ALU-provided tools and procedures, register the request in the ALU ticketing system, ensure the customer is contractually entitled to the support being requested, assign the ticket to the appropriate workgroup and escalate if timely assignment is not possible, monitor tickets to ensure customer commitments are met and escalate if commitments are in jeopardy of being missed, and coordinate tickets that require multiple services. Major Activities and/or Essential Functions The duties include: Register incoming calls, emails, and web requests, in the ALU ticketing system, ensure the customer is contractually entitled to the support being requested, and dispatch them according to services and contract commitments Coordinate requests that require multiple services (e.g., simultaneous part and technician dispatch to a customer site) Handle emergency requests according to the information provided and alert the most available field engineer Escalate when necessary (e.g., in case of problems in the various process, when customer commitments in jeopardy, handling difficult customers, or issues with the tools) Available to work required shifts in support of the 24x7 GWC operation. Continuously stay updated on the latest processes and tools by following the regular training provided (e.g., classroom, on-the-job, independent study). Minimum Individual Requirements: Education/Experience/Skills Graduation At least one year of customer service experience; call centre experience is an asset Excellent interpersonal and communication skills (English/Hindi spoken and written;) Ability to analyze customer requests and show empathy towards customers via phone and email, ability to stay calm, attentive to detail, great team player Basic computer skills (PC applications, email) Salary:Not Disclosed by Recruiter Industry:IT-Software / Software Services Functional Area:IT Software - Application Programming, Maintenance Role Category:Other Role:Fresher Keyskills:Call Center, BPO Desired Candidate Profile Education:(UG - Any Graduate - Any Specialization) AND (PG - Any Postgraduate - Any Specialization) AND ( Doctorate - Any Doctorate - Any Specialization, Doctorate Not Required)

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Vacancy type:

Full Time

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Job Duration:

1 months





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