Customer Services Manager

hace 1 mes

Medellín, Colombia ttg Talent Solutions A tiempo completo
Position Title: Customer Care Service Manager
Location: Remote
Schedule: 9:00 a.m. - 5:00 p.m.
Contract Type: Permanent
Salary: Competitive

Description:
The Customer Care Service Manager (CCSM) plays a pivotal role in the lifecycle management, growth, and retention of the assigned customer base. Reporting to the Senior Manager of Customer Care, the CCSM leads the execution of business initiatives, collaborates with internal teams, and ensures the delivery of exceptional service to multinational customers

Responsibilities:

Lifecycle Management:
  • Thorough understanding of service contracts.
  • Knowledgeable about products, services, and solutions.
  • Establish and maintain communication with stakeholders.
  • Elaborate and execute service plans and delivery strategies.
  • Monitor service metrics and ensure SLAs are met.
  • Engage with organizational areas to address service needs.

Team Collaboration with Sales:
  • Develop strategies for renewing and upgrading customer contracts.
  • Participate in account strategy sessions for retention, penetration, and growth.
  • Support new business RFPs with input for sales initiatives.

Revenue Protection:
  • Provide necessary information for accurate invoicing.
  • Address customer inquiries regarding billing, credits, and service quality.
  • Effectively manage resources to ensure timely issue resolution.

Trouble Reporting:
  • Serve as an escalation contact between customer and internal departments.
  • Ensure fault management issues are resolved satisfactorily.

Program Development:
  • Communicate customer requirements.
  • Establish shared objectives and expectations.
  • Define schedules and completion timeframes.
  • Ensure proactive, timely customer communication.

Requirements:
  • BS in Business Administration or equivalent experience in the Telecom field.
  • 5+ years of customer management experience.
  • 3+ years of experience with Billing, Account Statements, & Financial Operations.
  • Network troubleshooting and fault management knowledge.
  • Project Management skills preferred.
  • Excellent communication skills.
  • Incident/Problem management knowledge.
  • PMI Certification, ITIL Foundations highly desirable.
  • Proficient use of MS Office tools: Word, PPT, Excel.
  • Bilingual (English and Spanish); Portuguese is a plus.


At ttg, “We believe in making a difference One Person at a Time,” ttg OPT

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