Customer Services Manager, EMEA

Competitive - London, UK

Posted: 11th, Dec 2018

Reference N°: 21747


Customer Services Manager, EMEA Regions

Global T1 Communications Carrier & Solutions Provider

English + German or French Language Fluency

Permanent Staff, London, UK


Global Unified Communications Carrier and Business Solutions provider that offers a comprehensive range of wireline and wireless communications B2B services


This is a relationship management focused position responsible for managing the perception of major accounts regarding all services in post-sales environment & representing the customer to internal organizations, gaining commitment and support exceeding customer expectations

Principal duties:

· Provide periodical service performance reporting including incident history, network performance & SLA / MTTR commitment, identifying root cause of outages, establishing network improvement plans

· Proactive product & network consulting to understand the customers current product set and recommending upgrades, advocating the companys customers and company internal sales managers by providing technical solution resulting in increased service reliability, customer satisfaction and revenue growth

· Primary interface & point of escalation following Service Acceptance enhancing the customer relationship, ensuring adherence to ITIL Service Management principles and best practice, developing trusted and strategic relationships with key stakeholders in customers and company internal functions


You will be;

· A results-oriented, innovative and successful Customer Services Manager with experience gained in the global telecommunications industry

· Fluent in the English language combined with either German or French language fluency

· Skilled in increasing customer satisfaction & confidence, hands on with excellent communication skills

· Well organised, a methodical and quick thinker / problem solver who works well and efficiently including when under pressure

· Enthusiastic and proactive attitude who enjoys being part of, as well as managing and motivating a dynamic team

· A Graduate or of graduate calibre

· ITIL v3 certified or experience in an ITIL environment and working to become certified


The Company offers a competitive base salary anticipated to be in the region of £55-60K for the candidate who meets all of the requirements together with a 10% Incentive Plan Bonus + Pension + PHC

We operate & advertise as an Employment Agency for permanent positions and as an Employment Business for contract/temporary positions

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