The Client Service Manager will be the voice of the client in the business. The CSM will actively listen to uncover challenges with our services or products, collaborate with internal teams to ensure service delivery and service assurance whilst ensuring high levels of client satisfaction and client experience of WIOCC products and service.
Key Duties & Responsibilities

Implement the Client Service Management Strategy
Maintaining of strong business relationships with existing clients and business partners
Be the voice of the client in the business by actively listening, to uncover challenges with our services or products and provide feedback regarding client engagement to the business
Champion and guide clients and colleagues through complex problems
Lead interface with clients on service assurance and service delivery, undertake monthly service reviews, measuring and improving client satisfaction and customer experience
Collaborate with internal teams (e.g. Sales, Engineering, NOC, TAC, Senior management) to address client’s needs and lead service related issues through to resolution
Monitor churn and revenue loss due to delayed activation of services
Production of customised client reports, management and other ad-hoc reports
Continue to find ways to improve client management and create monthly and quarterly departmental reports to determine whether KPIs are being met
Assist to escalate to Supplier Quality Service Manager when necessary to ensure services are restored within shortest times to minimise client downtime and drive SIPs where necessary
Coordinate problem management, SLA, RCA and service improvement plans with relevant internal teams and provide feedback to clients and account managers

Qualifications, Experience & Skills: 

Bachelor’s degree in Business Administration, Engineering, IT or equivalent
Minimum 5 years relevant experience in telecom industry in service management role
Experience in client service support
Excellent knowledge of management methods and techniques
Working knowledge of client service software, databases and tools
Awareness of industry’s latest technology trends and applications
Ability to think strategically and provide client solutions
Strong client-facing and communication skills
Experience working in a multi-cultural environment is key
Demonstrate an ability to manage multiple priorities and solve problems in a fast-paced

environment
Strong analytical skills and able to collate and interpret data from various sources
Excellent communication and negotiation skills
Strong problem-solving skills with ability to make sound judgement and decisions
Excellent organisation and time management skills
Willing to support clients on a 24/7 basis, including nights, weekends and public holidays / on- call as require

Attributes

Client focused, relationship builder
Integrity, honest with high ethical standards
Boundless, passionate and flexible
Personal excellence, accuracy and attention to detail
Collaborative, achieve results through teamwork and partnerships