Customer Service Manager, EMEA Regions

Competitive - London

Posted: 16th, Jan 2019

Reference N°: 21749

Type:

Customer Service Manager, EMEA Regions

Global T1 Communications Carrier & Solutions Provider

Permanent Staff, London, UK

THE COMPANY

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

ROLE PURPOSE & DESCRIPTION

Forming part of the global sales support team, the Customer Service Manager (SM) is a critical function for major customer accounts and responsible for managing our customer service experience, to ensure it consistently meets the customer expectations and which provides exceptional levels of service

The SM acts as a gateway between the customer and our company when situations or events enter the exception management category. The SM will focus the activities of all required internal teams toward obtaining resolution and will represent the customer when interfacing with our companys internal departments

Principal Roles and Responsibilities

Appointed for major customer accounts to be the primary interface following service acceptance

Exceptional point of escalation for Service Assurance when standard escalation fails

Provide consultation to the customer on network performance and recommendations to improve customer satisfaction

Compile and present service performance reports including incident history, network performance & SLA/MTTR commitment, identifying root cause of outages and establishing network improvement plans

Act as an extension of the global sales support team to work with the regional/local customers requirements

Conduct service presentation to customer during bid cycle, to highlight group support structure and responsibilities

THE CANDIDATE

You will be;

· Extensively experienced in Service Management within the International Telecommunications industry

· A Graduate or of graduate calibre, ITIL qualified, with knowledge of broader Service Management approaches

· 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

REWARD

The Company offers a competitive market base salary together with a 10% Incentive Plan Bonus + Pension + PHC + 33 days holiday (includes public holidays)

Working time, basic 35 hours, Monday to Friday, will be a mix of home and company office working, 2 & 3 days or 3 & 2 days each week once established in the position. During induction training work will be carried out in the company office

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

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