Service Manager (Telecommunication / Ict)

A global Telecoms/ISP is urgently seeking a highly experienced and people-centric Service Manager for their office in Cape Town.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 ManagementService 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 within the Telecommunications/ISP environment (essential)Service Management, Stakeholder Management, and Escalation Management experience is keyGood computer literacyExcellent communication and interpersonal skillsAbility to form strong relationshipsResponsibilities:Identify areas for improvement of overall customer experienceImplement action plans and act on surveys and transaction feedbackAttend to and manage Customer Service Reviews at agreed frequency with the customersIdentify claw backs / revenue leakageIdentify upsell / cross-sell opportunitiesBuild professionalism, loyalty, and commitment within the Customer Services teamCommunicate actively and effectively, resolving any potential conflicts that may ariseDrive initiatives leading to increasing efficiency and effectiveness of customer servicesIdentify Customer Cost Saving initiatives within your assigned account base or within the business and assist in implementing the initiativesLocation: Successful incumbent will primarily be based in Cape Town.
#J-18808-Ljbffr