The Provisioning Consultant will be responsible for processing and managing high volume of customer/vendor orders. The Consultant will maintain a thorough knowledge of all company products and services assuring that all customers/vendors are aligned with the different order processes. This role is also responsible for ensuring that all orders are processed accurately and within the service level timeframe. Customer concerns may involve but is not limited to telephone service, wireless mobile, broadband internet connectivity, billing issues and queries regarding telecommunication products and services.
Responsibilities
• Answer and address incoming calls and respond to email/chat requests from customers within the set Service Level • Ensure all client enquiries are recorded into the system, confirming all contact details of the enquirer with 100% accuracy • Examine work orders and identify and allocate necessary parts and equipment; track and inventory existing parts, deliveries, documentation, and orders • Perform call-backs to key customers to ensure that they are happy with the telephone, wireless and/or broadband service and product received and investigate any arising sales/support opportunities as needed • Knowledgeable in line conversions, installations, disconnections, and the three basic areas of provisioning: circuit provisioning, service provisioning, and switch provisioning • Work with technical personnel as necessary to ensure trouble tickets are addressed quickly • Placing orders on the local fibre company portal and working with customers to advise them of the install process • Managing customer provisioning and fault jeopardy conditions • Communicating with business partners, vendors and other internal team members regarding order verification as needed • Actively participate in a continuous process improvement within the team • Recording all feedback received before forwarding them to the relevant channels for improvement
Qualifications
• Candidate must possess at least an Associate or Bachelor’s/College Degree of any course • Previous Telco/Broadband customer/client support experience is required • Experience in provisioning telecommunication products is preferred • Strong technical understanding of data & voice product provisioning and support • Excellent communication skills • Self-motivated person with high learning aptitude, resourcefulness and demonstrating initiative • Exceptional organizational, time management, and multitasking skills • Excellent English written and oral communications • Ability to balance independent and team orientated work • Willing to work in Upper McKinley West • Willing to work during New Zealand hours
Unlock Global Potential with HGS
We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.
Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.
At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.
