Specialist Enterprise Customer Service Management
The purpose of this position is to build strong relationship with enterprise clients to achieve best in class customer services. To act as the point of contact for all the customers operation and delivery issues until a satisfactory. To be vocal contact of customer needs from commercial, technology and operation prospective.
Skills & Experience.:
Minimum experience:
• Minimum 7 -9 years of experience in a customer facing/service management role with at least 3 years in the ICT / Telecommunications industry
Minimum education:
• Minimum bachelor degree in business administration (BBA)
• Good understanding of ITIL
Knowledge and skills:
• Ability to sell product and convince customers on alternative.
• Knowledge of LAN/WAN protocols and applications, and familiarity with voice/video/data on fixed and mobile communication services, including service provider communications infrastructure ( Firewalls, IDS, VPNs - incl. MPLS and IPSec, IPLC, Leased Lines).
• Proven track record in the Service management field and successfully managing all customer’s incident and problems on a record time.
• Excel in creating good relationship with customers and in customer satisfaction initiatives & customer retention via actions
• Management and leadership experience preferable in telecom industry
• Effective leadership and analytical skills including working knowledge call center operations, staffing/ scheduling models, and telecom opportunities.
• Develop and maintain strong working relationships with a range of key stakeholder departments including internal Customer Operations teams, Sales, Marketing, HR Training, Finance & HR
• Must have customer centric approach and focus internally and externally.
• Able to handle multiple complex problems in a highly stressful and culturally diverse environment.
• Must be able to manage effectively in a 24 x 7 environment.
• Must be a team player along with Strategic thinking and long term planning.
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
• Able to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increasing utilization of resources, and adaptation of new proven technologies to increase efficiency, and achievement of metrics
Note
Please note that If you are shortlisted for the position, we will get in touch with you for an interview.
If you have not heard from us within 3 weeks from the closing date, please assume that on this occasion we are unable to help you.
But please do keep on applying for future positions that may be of interest - the right role for you is still out there!
Apply to Job
Skills & Experience.:
Minimum experience:
• Minimum 7 -9 years of experience in a customer facing/service management role with at least 3 years in the ICT / Telecommunications industry
Minimum education:
• Minimum bachelor degree in business administration (BBA)
• Good understanding of ITIL
Knowledge and skills:
• Ability to sell product and convince customers on alternative.
• Knowledge of LAN/WAN protocols and applications, and familiarity with voice/video/data on fixed and mobile communication services, including service provider communications infrastructure ( Firewalls, IDS, VPNs - incl. MPLS and IPSec, IPLC, Leased Lines).
• Proven track record in the Service management field and successfully managing all customer’s incident and problems on a record time.
• Excel in creating good relationship with customers and in customer satisfaction initiatives & customer retention via actions
• Management and leadership experience preferable in telecom industry
• Effective leadership and analytical skills including working knowledge call center operations, staffing/ scheduling models, and telecom opportunities.
• Develop and maintain strong working relationships with a range of key stakeholder departments including internal Customer Operations teams, Sales, Marketing, HR Training, Finance & HR
• Must have customer centric approach and focus internally and externally.
• Able to handle multiple complex problems in a highly stressful and culturally diverse environment.
• Must be able to manage effectively in a 24 x 7 environment.
• Must be a team player along with Strategic thinking and long term planning.
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
• Able to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increasing utilization of resources, and adaptation of new proven technologies to increase efficiency, and achievement of metrics
Note
Please note that If you are shortlisted for the position, we will get in touch with you for an interview.
If you have not heard from us within 3 weeks from the closing date, please assume that on this occasion we are unable to help you.
But please do keep on applying for future positions that may be of interest - the right role for you is still out there!
Apply to Job