Fixed Complaint Management Advisor

About the role

The Fixed Complaint Management Advisor ensures that customers experience minimal disruption by handling both planned and unplanned outage communications, troubleshooting technical issues, and coordinating with technology and field teams. The role also drives proactive measures to reduce complaint volumes and enhances self‑service options for customers.

Key responsibilities

• Provide first‑level support and manage outage communications with customers.
• Collaborate with technology teams to develop proactive controls that lower technical complaints.
• Track, report, and analyse technical complaints against the customer base, proposing corrective actions.
• Work with digital teams to create self‑service channels (e.g., mobile app, chatbot) for troubleshooting.
• Ensure field vendors follow SOPs, log all activities in the CRM, and meet SLA targets.
• Conduct training for frontline staff to achieve first‑call resolution.
• Monitor SLA compliance across multiple field vendors and manage inventory re‑ordering.
• Collect and upload customer feedback into Siebel for future reference.

Required profile

• Engineering degree in Telecommunications.
• More than 5 years of experience in telecom service or fulfillment, covering both mobility and fixed networks.
• Proven track record managing diverse vendors to achieve high service levels.
• Experience with OTDR/LSPM testing, FTTX, and 5G signal quality (RSSI) assessments.
• Ability to create training material and troubleshooting guides.

Required skills

• OTDR testing equipment
• LSPM testing equipment
• FTTX (fixed fibre) services
• 5G RSSI measurement
• Siebel CRM

What we offer

• Opportunity to work with leading telecom technology and digital self‑service platforms.
• Dynamic environment with cross‑functional collaboration.
• Professional development through vendor and field‑team training.