Key purpose

The Order Handler is responsible for managing customer service orders, ensuring accurate and timely service delivery for In-Flight Connectivity (IFC) services.

This includes coordinating order processing, tracking order statuses, billing and account management, handling refunds, and maintaining documentation to support NOC operations and customer satisfaction.

Key accountabilities

• Process customer orders, modifications, and cancellations efficiently and according to SLAs.
• Ensure all necessary information is gathered and verified before processing orders.
• Handle customer refund requests, ensuring compliance with company policies and financial guidelines.
• Track orders through their lifecycle to ensure on-time delivery and resolution of any issues.
• Act as a central point of contact for internal teams, including NOC engineers, network planners, and service fulfilment teams, to coordinate order activities.
• Liaise with airline customers and vendors to confirm order details, schedules, and progress updates.
• Provide regular updates to stakeholders and escalate issues as necessary to ensure smooth execution.
• Maintain accurate records of orders, including technical specifications, timelines, and customer requirements, in BSS tools.
• Generate and distribute order confirmation documents, activation reports, order status updates and customer billing/receipts.
• Contribute to the development and maintenance of order management workflows and documentation.
• Verify the accuracy and completeness of all orders before processing to minimize errors and delays.
• Monitor order fulfilment processes to ensure compliance with SLAs and customer expectations.
• Identify areas for improvement in the order management process and recommend solutions.
• Track key metrics related to order handling, such as processing time, accuracy, and customer satisfaction.
• Generate periodic reports to provide insights into order trends, bottlenecks, and performance improvements.
• Use data insights to support decision-making and enhance operational efficiency.