Sr Customer Service Executive - Program Management

Job Description

Job TitleSr Customer Service Executive

Job Description

FW Asset Carrier Commercials & FW Completions Project Coordinators

• Analysing Acceptance Testing requirements.
• Civil / Power identification task under AT.

• Reviewing defects under AT
• Materials alignment under AT
• Manage CAPEX Invoice payment process including follow up with the procurement team & Accounts Payable team for outstanding invoice payment. Validate invoices against the executed site licences/quotes.
• Prepare the weekly Lease & Licence Governance Agenda & Minutes and save all the related documents to SharePoint.
• Site Licence execution and upload the executed documents to SharePoint.
• Update Licence and Lease tracker.
• Send fully executed leases to the procurement operations team (via email and complete Non-Procurement Contracts Form).
• Upload Application Approvals from Indara to SharePoint and notify Wireless Payment and FCA team by email.
• Manage Lease documentation repository
• Create a folder in SharePoint Online for the Renewal/Greenfield sites
• Artefact and relevant documentation checks based on checklist provided by client. Escalate any inconsistencies or errors to client.
• Send follow up emails to stakeholders for any missing documentation from the checklist
• Final confirmation of pack complete to be issued by the Offshore Leasing Resource to Lease Governance team
• Raise Remedy tickets including Change Requests (CRQs)
• Raise non-impacting CRQs based on application form submitted
• Where Customer Impacting CRQs are required:

o manages these through appropriate approval processes

o ensure correct affected services list is included

o manage/maintain clients minimum notice periods

• Manage extensions to CRQ windows, where works are not able to be completed within nominated window (i.e. raise new CRQ)
• Manage completions to ensure CRQs do not auto complete and liaise with applicant to confirm when full SOW has been completed, ensuring inbound is aware / TARIS updated.
• Categorise tower defects and issues picked up during site inspections.
• Assist in end-to-end ticket coordination/progression for tower management and maintenance.
• Assist in reviewing hand over documentation & photos including storing and maintain of artifacts.
• Adhoc activities relating to tower maintenance activity.

1. Relevant experience in network infrastructure project management and on field experience in integration and acceptance testing.
2. Ability to handle international client and having excellent communication skills both verbal and written.
3. Having basic understanding of Change Management and Incident Management.

Mandatory Skill sets

Project Coordinator, Basic knowledge in Acceptance Testing process, Change Management, Procurement and Incident Management