Junior Customer Service Manager

Responsibilities:

Your role will involve supporting tasks such as:

• Overall accountability for the quality of the provided services
• Being customer’s point of contact for all services’ related issues, with the exception of incident management, where CSM will act only as escalation point
• Identyfication of existing customer needs, and opportunities to grow customer’s relationship with company
• Work with the account team to upsell service management and/or other products and services
• Informing in advance customer of any scheduled service outage initiated by company
• Handling the change requests, do the tracking of change implementation and do the reporting about the change
• Responsibility for data integrity of customer information in all systems/tools. If errors are found, those should be corrected, by opening a Data Integrity Help Desk ticket

You will learn how to:

• Prepare and run service review meetings with the customer on a regular basis and issues minutes

•  Manage and coordinate Service Improvement Plan (SIP) by providing assistance in handling issues, from the root cause analysis to action plan implementation

•  Prepare the monthly customer report 

•  Provide performance analysis and trending

•  Provide capacity analysis, forecast and recommendations

•  Review any internal incident root cause analysis (RCA) applicable to the customer, assess the impact and generate a customer facing RCA

 

Requirements:

• Knowledge of technical Skills: good knowledge of Network, IT Services, Mobility, Voice and/or integration solutions and technologies
• Soft Skills: good communication, negotiation, presentation, organization skills
• Candidate can work independently, shows initiative and proactivity
• Language Skills: English (if not mother tongue, fluent written and verbal)
• Customer Service and Project Management Experience
• At least 2 -3 years of work experience in customer-facing organizations within the telecom or IT industry
• Virtual team management experience

 

Offer:

• Private medical care
• Co-financing for the sport card
• Training & learning opportunities
• Constant support of dedicated consultant
• Team-building events organized by DCG
• Employee referral program