Service Manager

hace 6 días


Desde casa, Colombia Praxis Doe-Het-Zelf Center A tiempo completo

Job Functions

Lifecycle Management

  • Principal contact for the assigned MNCs, handling support issues and overall lifecycle.
  • Provide onboarding guidance and educate customers and internal teams on CES processes and tools.
  • Communicate customer-impacting issues and ensure customer needs are represented to Product teams.
  • Build strong cross-department customer relationships and conduct quarterly service reviews.
  • Perform proactive outreach, including site visits, and act as 24/7 escalation point.

Collaboration with Sales

  • Partner with Sales on contract renewals, upgrades, and account strategies.
  • Support RFPs requiring Customer Care input.

Revenue Protection

  • Provide billing information, address billing-related inquiries, and ensure timely issue resolution.

Trouble Reporting

  • Act as escalation link between customers and internal teams to resolve service issues.

Other Responsibilities

  • Share feedback with internal teams to improve processes.
  • Coordinate with the International Management Center for customer communication.
  • Identify implementation bottlenecks and propose solutions.
  • Perform other assigned duties and comply with all company policies.

Must:

  • Bachelor's Degree in Business Administration, Industrial Engineering, or equivalent experience in the Telecom field

Experience

  • 3+ years of customer management experience
  • 1+ year of experience with billing, account statements, and financial operations

Skills

  • Excellent communication skills
  • Project management skills
  • Proficiency in MS Office
  • Proficiency in MS Excel
  • Excellent customer service experience

Job Type: Full-time



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