Provisioning & Billing Executive at Airtel

We are seeking a highly organized and detail oriented provisioning support executive to join our team. The successful candidate will be responsible for seamless provisioning support across prepaid, postpaid, MNP, enterprise services and dealer relationship management. Additionally, we 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 classes 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
• Prioritise resolution of dedicated queues/LOBs
• Monitor and audit accesses monthly to prevent abuse

Educational Qualifications  

•  First degree in a related field
• A masters or an MBA will be an added advantage.

Relevant Experience  & Functional / Technical Skills

• 5-7 years of solid customer service experience.
• Relevant experience in provisioning, CX and back-office Operations
• Excellent organizational and communication skills. 
• Ability to work under pressure and meet deadlines.
• Advanced proficiency in Microsoft Word, Power point and Excel
• Ability to build strong working relationships; internal and external.
• Provisioning accuracy and timeliness
• High level of discretion
• Supervisory skills