Role Summary
This role is accountable for managing all aspects of customer operations and responsibility for the delivery of excellent service to the assigned (mainly German) customer base.
The role includes developing close working relationships with our customers, suppliers and internal teams.
The successful candidate needs to be self-motivated and confident with strong communication skills who understands the importance of task ownership and management.
Duties & Responsibilities
* Escalation point internally & externally for assigned Customer’s in both Service Delivery and Assurance
* Provide monthly service reporting and attend/chair Customer Service Reviews where required
* Assist in Incident & Assurance reviews where necessary
* Oversee the progress of network projects and ‘Moves, Adds & Changes’ and provide periodic reporting to Customers and internal stakeholders
* Create and Manage Customer Service Plans & monthly/quarterly reporting pack
* SLA monitoring
* Manage Service Improvement plans (internal and external) if required
* Customer Documentation- Inventory management
* Ensure Planned Work Notifications are send in timely manner to clients
* Manage customer escalations and initiate Problem Management where required
* Validate Customer Billing & resolve anomalies
Qualifications & Experience
* Network / IT related Degree
* Fluent in English & German, Network (WAN) Experience
* 5+ years in Telecom Industry (managed services)
Skills
* Service Management
* Change & Project Management
* Assurance & Incident Management
* Knowledge of Telecoms technologies, products & services
* Must be organized and self-motivated
* Strong Problem Solving Skills
* Demonstrates an astute commercial acumen
* Demonstrates great communication skills and client rapport