Technical & Business Operations Agent

First point of contact for customers, addressing a wide variety of products and services. Handles all queries pertaining to porting phone numbers via email, phone, and the ticket system based on the defined process. Coordinate communication (calls, emails) for all critical issues. Dispatch cases to be handled by the appropriate function (based on understanding the product, service, and so on). Perform basic validation of the information, and if information is missing, follow up with the relevant function to completion. Validate the case severity and reassign if necessary (based on business criticality and impact). Ensure appropriate handover of all open tasks to a person working in the next shift. Strict conformation to unit- and contract-defined SLAs (time to respond, to resolve, acknowledgement, and so on). Prepare a summary or detailed report for dispute and escalation cases (summary report of the case, sequence of events, and so on). Candidates with Graduate Degree (preferably B. Com/ B.A) (No MBA (Masters) / No B. E, B. Tech) non-Engineers Excellent communication skills, both spoken and written with good comprehension of English language. Knowledge of computers - MS Office etc., should have good presentation skills Ability to work independently within clearly defined parameters and accordingly take decisions Ability to learn quickly and adapt to different situations with a sense of ownership & accountability