The main responsibility of the Order Management Consultant is to ensure new business clients are properly assisted, ensuring they don’t cancel, address any issues they may have and/or to adjust or upsell their newly acquired broadband solution. This is not technical support, however if technical support is needed we can direct them to the right department.
• Acknowledge sales orders assigned.
• Contact customer for service validation and delivery as defined by stated quality KPI’s.
• Timely and accurate management of assigned orders, including utilization of Order Management Tracker system.
• Effective escalation management
• Call new clients and offer our assistance (Outbound)
• Ensuring a low cancellation rate with reasons within Order Management’s control by doing due diligence in reaching out to the appropriate channels or resources and taking actions necessary actions to prevent order cancellation
• Follow up calls to new clients before and on the day of the service installation to remind them of the schedule and day after to check for service status and installation concerns.
• Collaborate with other groups (seller, technicians, engineers, etc.) for resolution or workaround if service could not be installed as scheduled.
• Keeping real-time update of tracker/spreadsheet of order assignments to ensure compliance to team performance and Service Level Agreement.
• Ensure new clients get a good first experience with their new provider.
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