Service Manager (Telecommunication / ICT)

Role:
This is a Customer facing role that entails design, planning, delivering, operating and controlling information and communications technology (ICT) services offered to customers. You will work to retain and support the growth of client portfolios through effective and professionally managed service delivery, and be the single client touchpoint for delivery of positive client experience through the ownership of the service engagement.

Key Candidate Requirements

• Diploma/Degree in Engineering, Customer Service Management or Business Management
• Service Management Certification (ITIL Practitioner or ITIL Life Cycles)
• Minimum 6-8 years overall Customer Success / Customer Service Management experience of which 4+ years should have been gained at within the Telecommunications/ISP environment (essential)
• Service Management, Stakeholder Management and Escalation Management experience is key
• Good computer literacy
• Have excellent communication and interpersonal skills
• Have the ability to form strong relationships

Responsibilities will include (but not be limited to) the following:

· Identify areas for improvement of overall customer experience
· Implement action plans and act on Surveys and Transaction Feedback
· Attending to and managing Customer Service Reviews at agreed frequency with the Customers
· Identify claw backs / revenue leakage
· Identify Upsell / cross sell opportunities
· Build professionalism, loyalty and commitment within Customer Services team
· Communicate actively and effectively resolving any potential conflicts that may arise
· Drive initiatives leading to increasing efficiency and effectiveness of customer services
· Identify Customer Cost Saving initiatives within your assigned account base or within the business and assist in implementing the initiatives

• Location: Successful incumbent will primarily be based in Cape Town