- Manage and execute customer orders related to telecom services (Voice, Data, IP, etc.) from initiation to completion.
- Coordinate with internal teams (engineering, provisioning, activation, NOC) and external vendors to ensure smooth order delivery.
- Ensure all migrations and service requests are completed within the defined SLAs and with minimal service disruption.
- Act as a single point of contact for the customer during the order lifecycle, providing timely updates and issue resolution.
- Prepare and maintain accurate documentation and reports on order status, exceptions, and escalations.
- Support the development and continuous improvement of order management processes and workflows.
- Conduct follow-ups and ensure proper closure of customer service requests and projects.
- Participate in customer calls and bridge meetings during service transitions or escalations.
- Ensure proper utilization of tools like Microsoft SharePoint and MS Office for tracking, documentation, and reporting.
- Minimum 3+ years of experience in the Telecom/ISP industry, specifically in Order Management or Service Delivery roles.
- Basic knowledge of telecom technologies and networking concepts (e.g., IP, WAN/LAN, broadband, MPLS).
- Excellent written and verbal communication skills, with a strong ability to manage client expectations and internal coordination.
- Strong coordination and project management skills to oversee order lifecycle and interdepartmental workflows.
- Proficient in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
- Working knowledge of Microsoft SharePoint for documentation and task tracking.
- Ability to work in a fast-paced, 24x7 operational environment, including night shifts.
- Highly organized with attention to detail and the ability to handle multiple orders simultaneously.
- Strong analytical and problem-solving skills with a customer-first approach.
