Job Description

• To supervise E2E service activation/termination process for APN, VPN+, MVPN, IP, etc. • To close customer orders and supervise the delivery process to customers or Vendors. • To supervise CPE (Customer Premise Equipment) installation and service provisioning at the customer premise for banks and any other VIP customers. • To oversee EB contractors who are responsible for installation and service support throughout their lifecycle (Contract renewal, performance management, quality assurance, payment, etc.) • To oversee and accelerate the escalation process for critical issues of VIP business customers in collaboration with CR and other related teams. • To ensure proper support is always available for EB VIP customer support 24/7. • To collaborate with EB Quality in order to prepare regular reports on the status of EB customers’ tickets and average time to resolve the issues • To ensure stock availability (both at Irancell’s and contractor’s inventory) and oversee to place SIM/CPE orders when running out of stock • To ensure all customer fulfillment/assurance processes are foreseen before a new product is integrated into the enterprise product portfolio • To enhance SLAs with business customers and supervise E2E contract management process. • To ensure technical SLAs with high value business customers are met and they have a seamless using experience