Technical Customer Service Manager - Telecommunications

• To provide customer with a single point of contact within the company for all service related issues. The CSM is also responsible and accountable, at an operational level, for all services delivered to the customer.
• Work in close co-operation with the account manager for the customer, providing a service oriented/customer advocate element of support to the account team structure.
• To participate in and contribute to the bid process, to understand customer requirement and to brief or present to customer on Global Service Management Support Structure.
• Implementation –Oversee the various different departments, PM, Provisioning and Operations, to ensure customer’s services are delivered on time.
• Post service reviews to be completed with customer after services are delivered to proactively ensure service meets or exceeds customer’s expectations.
• Serve as a reliable, accessible and effective escalation point for the customer on any operational matter or on implementation progress. Including after hours support via mobile.
• Follow up with customer after service outage to ensure that service is back to normal and there are no other concerns. When appropriate follow up with a preventative action plan for the customer.
• Work closely with the NOC to drive any service related issues through to resolution and escalate NOC management for preventative action plan when appropriate.
• Planned Outages—Ensure that customer is receiving any planned outage notifications from the NOC. Follow up with customer following planned outage to ensure service is back to normal.
• Performance Reporting/Reviews to be sent to customer on a predefined basis as required by customer.
• Customer Development -Meeting customer to review services support issues and explore sales opportunity.
REQUIREMENTS
REQUIREMENTS
• Minimum 7 years’ experience in a technically advanced and complex telecommunications network environment
• Extensive knowledge in various products and services, in particular, international and managed/ customized services, plus good knowledge in network technology and operation
• Possess extensive experience in dealing with both customers and sales personnel at all levels on service and project delivery matters
• Good communication and interpersonal skills
• Strong customer service sense
• Confident, independent and able to work under pressure