1 IT/Computer Technician jobs in Midrand on Job Mail

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Customer Service Manager

Midrand

03 July 2022

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Customer Service Manager

Recruit-It Sunday, 03 July 2022 7

IT/Computer - IT/Computer Technician

Midrand

FULL TIME

Job Specification
Company
Reference Number PE009642/LM

Job Summary

Position Purpose:
Responsible as the primary point of contact for selected signature accounts regarding all service-related issues. Manage Customer expectations based on contract, service, and resources available and optimize the company service offering based on Customer’s business objectives. Be seen as the key Customer escalation point in the company and co-ordinate an effective response across internal teams to timely resolution.

Key stakeholder Relationship:
Internal

All departments

External

Suppliers, vendors and Customers, Account Directors

Minimum Qualifications:

Engineering / Computer Science Degree/ Information systems degree or equivalent experience advantageous
ITIL Foundation level essential / Lean Sigma
Customer Service / Relationship Management - advantageous

Minimum Experience:

At least 5-10 years in a customer facing position within the IT industry, minimum of 2 years in a similar role
Project Management experience preferable
Track record of delivering services and solutions in complex Telco environments

Other Requirements:

Prepared to work overtime and flexible working hours
Willing to travel locally and internationally
Must have own transport
Valid passport

Competencies
Knowledge:

Network topology and architecture experience:
Knowledge of Cisco networks (troubleshooting and analysis) - MPLS, VPN, Routing, LAN, Switching
Knowledge of general network products i.e., shaping, compression, acceleration etc.
Knowledge of SDWAN/ Cloud / Security

Skills:

Able to build rapport with Customers and engineers
Project management skills
Proficient at report generation
Excellent Word, PowerPoint, and Excel skills
Excellent communications skills (verbal and written)
Strong presentation skills at C-level engagements

Behavioral

Customer Responsiveness
Commercial acumen
Attention to detail
Self motivated
Stress tolerant
Proactive
Excellent interpersonal skills
Good judgement
Ability to prioritise
Collaborative
Ability to drive internal and external teams effeciently

Role / Responsibilities:
SERVICE LEVEL MANAGEMENT
Tasks

Ensure overall services are delivered within SLA
Identify issues and initiate SIP’s (service improvement plans) proactively together with problem management processes across internal teams and external suppliers

INCIDENT MANAGEMENT
Tasks

Monitor incident management process in NOC.
Handle escalated incidents via ITSM platform and reporting tools.
Track incidents that are at risk of breaching SLA
Provide Customers incident report following incidents
Coordinate crisis incidents with NOC/ Global Operations and Infrastructure teams until resolution

CHANGE MANAGEMENT
Tasks

Manage all change requests i.e., log changes, planning, progress, escalations etc.
Ensure change control - CAB

CUSTOMER ENGAGEMENT
Tasks

Conduct Customer monthly reviews and identify opportunities for improvement
Compile required reports and documentation

PROJECTS
Tasks

Participate in project scoping (technical and service management)

PORTFOLIO DATA INTEGRITY
Tasks

Work with Sales and Operations to collate and update customer inventory of all customer assets, configuration and topologies

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1 IT/Computer Technician jobs in Midrand on Job Mail

Customer Service Manager

Job Summary

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