Main Purpose
Service Manager (SM) is a customer facing function in the Service Management division. The SM is the single point of contact for customer services throughout the customer service value chain
Ensure optimal delivery of services with minimum disruption to customers while maintaining full accountability for customer problems, escalations, performance reporting, trend analysis, root cause analysis, and SLA metrics and management. Ensure that there is internal accountability for solutions/products sold to customers with regards to performance metrics. Continuous engagement with stakeholders to set service delivery metrics and customer experience improvement plans. Create and implement strategies in collaboration with internal stakeholders to achieve continual service improvement
ACCOUNTABILITIES & RESPONSIBILITIES
NPS Improvement
- Identify areas for improvement of overall customer experience.
- Implement action plans and act on Surveys and Customer Feedback.
- Maintain customer contact details on CRM to be used for surveys.
Build and Improve Customer Relationships
- Attend to customer service reviews at agreed frequency with the customers.
- Ensure that for all customers that all reporting, incident tracking and service delivery and assurance components are available to the customer.
- Address customer contract queries and ensure delivery of services as per the contracted requirements.
- Represent the opinions and suggestions of the customers to the company so the company has feedback from its customers
Proactive Customer Service
- Ensure all customer SLAs are adhered to and exceeded.
- Continuously improve customer service by performing proactive customer service audits, identify design short falls and implement solutions before issues are highlighted by the customer.
- Auditing work and customer service to ensure the company's high standards, efficiency, and productivity goals are met.
Operational Support Management
- Billing disputes are logged and resolved timeously.
- Monitor client complaints and create techniques to lessen recurring issues.
- Reduce the number of SLA credits being paid to customers, by managing aging tickets all less than SLA.
- Maintain Billing Inventory Lists (via One view) ensure no billing errors result in credits.
- Create churn and erosion reports within specified portfolios
Financial Efficiency
- Identify claw backs / revenue leakage and keep a track record of the achievement for review.
- Upsell / cross sell opportunities. These include upgrades and new services / solutions.
- Identify Customer Cost Saving initiatives within and assist in implementing the initiatives.
- Review contracts as needed to be able to maximize profitability.
Closing date for Applications is the 5th of July 2024
Qualifications
Formal Qualification (3yrs Degree)
Project Management
ITIL V4
Experience
Job Related Experience
A minimum of 8 years in the ICT sector of which min 6 years must have been spent in the telco environment
Relationship Management experience and dealing with customers at all levels is a requirement
Contract and SLA management
Knowledge Areas
Job Related Knowledge Required
Understanding of the telecoms industry
Knowledge of NPS (Net Promotor Score)
Report writing experience
