Owns and manages all customer communications or escalations pertaining to new install orders. Manages all aspects of the conversion of sales to revenue for the company. Actively manages all service activation elements of customer orders from order entry through service "turn up." Communicates order status in a timely manner to customers via conference call, emails and phone calls. Has authority to deviate from defined processes to ensure customer satisfaction and revenue recognition.
Owns escalations pertaining to a new customer install or disconnect, providing customer order status and/or related issues and drives timely resolution on behalf of the customer.
Is a subject matter expert (SME) in the customer care organization with regards to functions, processes, and/or products. Provides coaching and mentoring to peers within the customer care organization. Provides feedback and input in developing, implementing, and evaluating processes, systems and procedures to achieve annual goals, objectives and work standards.
Owns and creates service delivery and service management performance review presentations. Collects and interprets service performance root cause analysis and corrective actions. Delivers project status and presentations to the customers on a weekly or monthly basis depending upon customer requirements, which is delivered via electronic presentations or in person meetings.
Responsible for managing all key business metrics that directly impact customer experience. Metrics include, but are not limited to, CCD (Customer Commit Date) Set, CCD Met, Standard Interval, Customer Interval, Customer Care (CCM) Jeopardy's and timely bill inquiry and dispute resolution.
Customer service experience in the telecommunications industry.
Must have project management experience in planning and organizing data from various sources into concise, relevant information.
Experienced in interfacing with internal and external customers towards effective management of a project or customer expectations.
Must work effectively under pressure; organizing multiple tasks and projects in an ever-changing environment
Develop documentation to be reported to all levels of management and customers
Ideally qualified to BSC/HND level in a technology related discipline or have relevant equivalent experience.
If you are interested in this vacancy please call Harriet on (phone number removed)