Description
Senior Customer Service Manager
Technology provider of IT Services, Solutions and Telecommunication Services.
English and Mandarin language skills essential
We have a long term contract opportunity for a Senior Customer Service Manager for a Major global technology provider of IT Services, Solutions and Telecommunication Services.
Duties
Manage Customer Service Improvement Program in order to increase customer satisfaction.
Lead regular customer service review meetings (monthly unless customer contract dictated otherwise):
Present and discuss measurements against Customer SLA on Quality, QoS, Change and Performance
- Identify customer needs for existing customers in order to increase revenue generation
- Assisting in contract negotiation in collaboration with the Account Manager/Account Director when applicable
You will have overall responsibility for Quality of Service and Customer satisfaction for all implemented Services in-sourced and outsourced (Network, IT Services, Mobility, Voice and/or integration solutions) services and solutions on assigned customer(s).
(measured against Service Level Agreements).
To be the customer's primary point of contact, for all Service related issues, with the exception of Incident Management, where the CSM in case of major incidents could act as a secondary escalation point (Customer Service Desk will be the primary escalation point).
To proactively identify existing customer needs, and opportunities to grow the customer relationship. Customer issues are managed and resolved in a timely manner. Customer has visibility to these improvement actions via the monthly service review meeting and receives updates on a regular basis.
To maintain adequate knowledge of all Services solutions and services. Ensure that the customer gets regular communication and visibility on the performance and evolution of their services purchased.
Experience
You must have a solid background and knowledge in Customer Experience and IT infra system integration and Quality of Service (QoS) in an IT Services, Solutions and Telecommunication Services environment.
A minimum of 3 years project experience
Strong experience with but not limited to, Cloud services, datacenter and Enterprise networks.
AGILE methodology experience
Batchelor degree in Computing/Engineering/Science or equivalent.
Proficiency in Mandarin/English language essential: additional languages a plus
Long contract 12 months +
Full spec upon application