Provisioning & Billing Executive at Airtel

• We are seeking a highly organized and detailed oriented Provisioning & Billing Executive to join our team. The successful candidate will be responsible for seamless provisioning across prepaid, postpaid, MNP, enterprise services and dealer relationship management. Additionally, he/she will monitor and optimize the back-office operations to achieve productivity and service level targets.

Responsibilities
Prepaid & postpaid Provisioning

• Ensure resolution of provisioning request within SLA
• Ensure that bulk provisioning process is in line with KYC compliance measures.
• Special number request provisioning for External and Internal Customers.
• KYC unbarring request provisioning.
• Resolution of escalated provisioning issues within TAT.
• Whitelisting of High Value customers on Platinum Help desk.
• CUG and other service class provisioning on Network elements.

MNP Provisioning

• Resolution of all Inter-operator MNP Issues.
• Manage and resolve all issues arising from batch/group postpaid port-ins and escalate issues as necessary.
• Work with IT teams to create and ensure deployments and usage of system and capability enhancements for MNP solutions
• Ensure that all ported numbers (port in and port out) are on the correct profile on network systems and applications.
• MNP documentation exchange with operators, regulators and security agencies.

Enterprise Service Support

• Monitor daily transaction done on Cloud service platform.
• Deactivate expired subscriptions as at when due.
• Extend subscription for cases of renewal.
• Change service type for customers after payment.
• Liaise with IT to provision Static IP addresses on POS lines.

Dealer Relationship Management

• Carry out regular Voice of Dealers to monitor system and customer harmony and to gauge competition behaviour in the market.
• Regular field visitation to Dealer locations to ascertain ground zero realities, training and engagements.

Back Office Support

• Monitor back-office tickets ensuring resolution within stipulated timelines & SLA
• Optimise back-office productivity, achieving highest optimum levels
• Ensure sufficient staffing across all back-office LOBs
• Achieve 98% SLA for back-office operations
• Prioritize resolution of dedicated queues/LOBs
• Monitor and audit accesses monthly to prevent abuse

Qualifications

Educational Qualifications

• First degree for any of the social sciences, a masters or an MBA will be an added advantage.

Relevant Experience

• 5-7 years of solid customer service experience.
• Relevant experience in provisioning, CX and back-office Operations
• Excellent organizational communication skills, analytical, numerical, problem-solving skills and attention to detail.
• Ability to meet deadlines.
• Advance proficiency in Microsoft Word, Power point and Excel
• Ability to build strong working relationships, internal and external to the organization.
• Provisioning accuracy and timeliness
• High level of discretion
• Supervisory skills