Jornada : Remoto

Reporting to the Senior Manager of Customer Care.

The Customer Care Service Manager is responsible for the life cycle management including growth and retention of the assigned customer base.

This includes but is not limited to resource management and relationship management between Multi National Customers and CES.

The SM will be responsible for building strong relationship with customer contacts and demonstrating a superior level of service that will function as CES?

s competitive advantage in the marketplace.

Will provide monthly reports for outages and credits in accordance with the Service Level Agreement between the customer and CES.

Responsible for post installation services, this position is the point of escalation to resolve customer trouble tickets in an expeditious manner.

On Call 24 / 7 support as a point of escalation as the face to the Customer for CES. At times will be called on to support new business RFP?

s that requires Customer Care input to support the RFP for new sales initiative.

• Serves as primary contact and life cycle manager for the assigned MNC base Expertly manage the handling of customer support issues.
• Educate MNCs on CES process and procedures and web based tools via the provision of appropriate on boarding information to MNCs.

Educate internal departments regarding on boarding of MNCs.

• Responsible for communicating all MNC affecting issues on behalf of CES.
• Proactively interact with assigned MNC based regarding customer?s predefined service expectations including customer site visits.
• Actively engage with the Product organization regarding meeting the needs of the service strategies within the assigned MNC based.

Assure customer has a voice in the development of products.

• Build and maintain customer contacts within multiple departments for all assigned MNCs to ensure CES is well positioned throughout the MNC organization.
• Plan and facilitate service reviews a minimum of once per quarter in conjunction with cross functional partners to provide detailed status on the main issues affecting services contracted with CES.
• On Call 24 / 7 support as a point of escalation as the face to the Customer for CES.

Team with Sales :

• In partnership with Sales, develop strategies for renewing and upgrading
• customer contracts.
• Significantly participate in account strategy sessions for account retention, penetration and growth.
• At times will be called on to support new business RFP?s that requires Customer Care input to support the RFP for new sales initiative.

Revenue Protection :

• Provide necessary information to Billing to ensure that invoices are properly prepared and submitted in a timely manner.
• Address and refer customer inquiry regarding billing, credits and service quality issues to appropriate functional areas.
• Effectively manage resources and escalate to ensure timely resolution of all issues.

Trouble Reporting :

Serve as escalation contact between customer and internal departments to ensure that fault management issues are resolved to the customer?s satisfaction.

Qualifications, Education and / or Experience :

• BS Business Administration or equivalent experience in Telecom field required.
• 4+ years customer management experience.
• Experience with Billing, Account Statements is a plus
• Network troubleshooting and fault management knowledge.
• Project Management skills preferred.
• Excellent Communication Skills.

Language Skills : Bilingual (English and Spanish) Portuguese is a plus.

KEY COMPETENCIES :

Communication - Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.

Continuous Learning - Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities;

using newly gained knowledge and skill on the job and learning through their application.

Building Customer Loyalty - Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.

Facilitating Change - Encouraging others to seek opportunities for different and innovative approaches to addressing problems and opportunities;

facilitating the implementation and acceptance of change within the workplace.

Adaptability - Maintaining effectiveness when experiencing major changes in work tasks or the work environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.

Business Acumen - Understand the core functions of the business and industry. The competency includes the Strategic perspective of the business : Employees can understand the critical interdependencies across business functions and analyze the long-term and short-term consequences of decisions.

Valuing Diversity - Appreciating and leveraging the capabilities, insights, and ideas of all individuals; working effectively with individuals of diverse style, ability, and motivation.

Gerente de Servicio al Cliente Customer Service Manager HOYA LENS COLOMBIA SAS Publicado el : 03 / 03 / 2023 Salario : A convenir Job DescriptionPlan, coordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.

Essential Duties and Responsibilities : -Pa... Bogotá D.C., Bogotá D.C.