Service Manager
hace 6 días
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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