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Client Service Manager

Department: Commercial

Reporting Line: Manager, Client Services Management

Job Objectives:

The Client Service Manager will be the voice of the client in the business. They will actively listen to
uncover challenges with our services or products, collaborate with internal teams to ensure service
delivery and service assurance whilst ensuring high levels of client satisfaction and client experience
of WIOCC products and service

Key Duties & Responsibilities

  • Implement the client service management strategy
  • Be the voice of the client in the business by actively listening, to uncover challenges with our
    services or products and provide feedback regarding client engagement to the business
  •  Be a trusted champion to both client and colleagues to guide them through complex problems
  • Lead interface with clients on service assurance and service delivery, undertake monthly
    service reviews, measuring and improving client satisfaction and customer experience
  •  Collaborate with internal teams (e.g. Sales, Engineering, NOC, TAC, Senior management) to
    address client’s needs and lead service related issues through to resolution
  • Monitor churn and revenue loss due to delayed activation of services
  • Production of customised client reports, management and other ad-hoc reports
  • Continue to find ways to improve client management and create monthly and quarterly
    departmental reports to determine whether KPIs are being met
  • Assist to escalate to Supplier Quality Service Manager when necessary to ensure services
    are restored within shortest times to minimise client downtime and drive SIPs where
    necessary
  • Coordinate problem management, SLA, RCA and service improvement plans with relevant
    internal teams and provide feedback to clients and account managers

Qualifications, Experience & Skills: 

  • Bachelor’s degree in Telecommunications, Engineering, IT or related field
  • Minimum 4 years’ experience in telecom industry including service management and
    experience in client-facing roles
  • Demonstrate excellent active listening and communication skills
  • Working knowledge and experience of client service programs and databases, or the ability to
    learn new software quickly (NetSuite desirable)
  • Good network diagnostic skills
  • Ability to speak French, Arabic or Portuguese is an advantage
  • Experience working in a multi-cultural environment is key
  • Demonstrate an ability to manage multiple priorities and solve problems in a fast-paced
    environment
  • Strong analytical skills and able to collate and interpret data from various sources
  • Excellent communication and negotiation skills

Attributes

  • Client focused, relationship builder
  •  Integrity, honest with high ethical standards
  •  Boundless, passionate and flexible
  •  Personal excellence, accuracy and attention to detail
  • Collaborative, achieve results through teamwork and partnerships
  • Problem-solving aptitude with an ability to make sound judgement calls
  • Excellent organisation and time management skills
  • Good personal presentation, politeness, and tact
  • Show initiative to “think outside the box” and have dynamic drive when tacking issues
  • Willing to work on a 24/7 including nights, weekends and public holidays / on-call as required

How to Apply

Interested candidates are encouraged to apply by submitting their application letter and updated CV including three referees. The deadline for application is on or before 21st  September 2022. Applications should be sent to hr@wiocc.net indicating the job position in the Subject Line

 

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