Serve as primary interface and customer advocate, ensuring service delivery aligns with SLA obligations. Manage customer expectations to secure satisfaction with deliverables.
Coordinate closely with the technical team and product vendors during the delivery stage. Ensure proper escalation both internally and within vendor organizations.
Proactive engage customers on key issues, providing progress updates to both the customer and company management until satisfactory closure.
Provide timely updates on delivery and provisioning stages. Organize and coordinate meetings as needed, following through on actions.
Maintain rapport and familiarity with customer and vendor personnel, understanding relevant business practices, processes, and procedures.
Collaborate with the Service Delivery Team Lead to improve operational efficiencies, enhance the customer service experience, and reduce service delivery lead times for ViewQwest products.
Requirements:
Experience in Data Communications, Computer Engineering, or a related customer service field.
Background in technical support service delivery, network operations, or project management within the telecom industry, with a solid understanding of operator processes.
Experience in a call center environment and familiarity with general troubleshooting of networking issues is an added advantage.
Proven experience managing SLAs, understanding portfolio relationships to service delivery, and handling situations where customer demands exceed contractual scope.
Strong documentation, reporting, and task-tracking skills.
Customer-focused mindset with a proven record of managing customer relationships and driving satisfaction.
Ability to prioritize issues and manage technical concerns raised by customers effectively.
Self-motivated with a strong sense of responsibility and urgency.
Excellent verbal and written communication skills, with the ability to work independently under pressure.
Basic understanding of telecom technology, enterprise networks, and enterprise voice services is advantageous.
