Responsibilities

Service Operations & Delivery

• Manage end-to-end Salesforce Service Cloud operations across customer care channels (call center, digital, field service)

• Ensure system availability, performance, and scalability for high-volume telco environments

• Oversee incident, problem, and change management aligned with ITIL practices

• Monitor and ensure SLA/KPI compliance (response time, resolution time)

Telco Process Enablement

• Design and optimize customer service processes, including:

  • Order management and order fallout handling

  • Billing inquiries and dispute management

  • Service activation, suspension, and termination

  • Complaint and escalation management

• Support omnichannel engagement (voice, chat, email, social, self-s...