Porting Representative (SO1)

IT And Software Development Taguig City, National Capital Region

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Description

  • Actively share knowledge with your entire team.
  • Participate effectively in meetings.
  • Participate positively in any new initiatives.

§  Demonstrate diplomacy when dealing with difficult situations

§  Identify process improvements

 

§  Manage multiple types of porting including:

o   LNP (Australian GEO numbers) CAT A & CAT C

o   Freephone number porting (13/1300/1800)

o   New Zealand local and Tollfree number porting

o   Internal number porting (on-net number porting).

§  Regularly monitor porting orders and following up with carriers and providers to ensure porting is completed within set time frames as per the LNP code.

§  Negotiate and liaising cut over schedules with the customer, losing carrier and Donor carrier.

§  Coordinate with carriers and customer to implement cut over and test call routing

§  Understanding of carrier’s responsibility during porting to utilize basic troubleshooting to identify and resolve call routing problems during and after the course of porting.

§  Escalate to relevant carriers & parties to resolve call routing problems during port.

§  Proactively monitor porting reports, tickets, and carriers porting response time to ensure porting is completed within established time frames.

§  Work as part of the team to manage the Porting operations with other carrier such as escalations, disputes, port out request booking and routing issues (during port)

§  Taking ownership of special team and business projects/task.

§  Identify and agree specific requirements through effective questioning to determine reasonable solutions

§  Provide clear and accurate information to customers and suppliers

§  Document customer interactions and offers

 

  • Product Knowledge – A sound general knowledge of telecommunications products & services, such as Voice Carriage, SIP/RTP, Mobile, Fax/Landline services, Porting, Data services and Billing.
  • Familiar with the porting process defined in the LNP code. This includes Acronyms, Definitions, LNP file transfer process and timeframes.
  • Proven customer service skills with a great phone manner and excellent written communication skills.
  • Knowledge of customer service principles and practices.
  • Basic Excel skills to perform validations and bulk tasks.
  • Basic Linux skills to perform test calls.
  • Knowledge in using MySQL is an advantage.
  • Previous customer service and operations service desk experience is an asset.




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