Job Description
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...
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