3. Role & responsibilities

The ESOC (Enterprise Service Operations Center) executive will be responsible for delivering exceptional service by providing advanced specialized knowledge and advice on technical and non-technical queries, both through voice and non-voice channels. The role encompasses expertise in Wireline service solutions, Billing, Network and Device, Acquisition/Provisioning, and Sales and Marketing. Additionally, the ESOC Advisor will engage in retention and marketing activities aimed at enhancing Jio’s share of the customer wallet.

1. Provide expert assistance and guidance to customers regarding technical and non-technical inquiries related to Wireline service solutions, Billing, Network and Device, Acquisition/Provisioning, and Sales and Marketing.

2. Handle both voice and non-voice communication channels effectively, ensuring timely and accurate responses to customer queries.

3. Utilize advanced knowledge and understanding of Jio’s products and services to address customer concerns and provide appropriate solutions.

4. Engage in retention activities by identifying customer needs and preferences, offering relevant promotions, and resolving issues to enhance customer satisfaction and loyalty.

5. Collaborate with cross-functional teams such as Sales, Marketing, and Technical Support to address complex customer issues and improve service delivery.

6. Document and maintain accurate records of customer interactions, feedback, and resolutions using appropriate systems and tools.

7. Participate in training sessions and workshops to further develop skills and knowledge in relevant areas.

Preferred candidate profile

1. Good Communication and Interpersonal Skills

2. Analytical Abilities

3. Customer Experience along with Telecom and Technical Understanding

Role: