Summary
Date Posted: Thursday, January 16 2025, Base Salary: Not Disclosed

JOB DETAILS:
Position Overview
We are looking for a highly skilled Service Management Specialist with a Bachelor’s degree in Engineering, Technology, or ICT. The ideal candidate will have at least 2 years of experience in operations, customer service, or a related field, and expertise in project management.

Core Responsibilities
• Ensure consistent and timely delivery of telecommunication services to B2B clients.
• Monitor and report on SLA compliance metrics daily, ensuring timely escalation to the appropriate channels for resolving any SLA violations.
• Regularly update clients on issue resolution timelines and progress through continuous communication.
• Coordinate with sales, service delivery, and customer support teams to meet SLAs.
• Ensure that Root Cause Analyses (RCA) are prepared in line with operational guidelines for clients, internal stakeholders, and others.
• Conduct periodic service review meetings with clients to evaluate service performance in accordance with contractual obligations.
• Coordinate the timely resolution of client-reported issues during periodic reviews or through customer touch points.
• Monitor and analyze key client success metrics, including churn rates, MTTR, FRT, FCR, Net Promoter Scores (NPS), and customer satisfaction levels (CSAT).
• Represent the voice of the customer internally by working with cross-functional teams to address client concerns and improve service delivery.

Core Competencies
• Strong leadership and team management capabilities.
• Highly analytical to identify trends, isolate issues, and propose effective solutions.
• Strong stakeholder management skills.
• Excellent communication and presentation skills.

Equal Employment Opportunity Statement
Skill development programs
“We are committed to equal employment opportunities and unbiased treatment of all individuals in all employment practices. Only shortlisted applicants will be contacted.”

Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

Job application procedure
If this description aligns with your qualifications, we encourage you to apply before January 28, 2025.
• Interested and qualified? Click here to apply

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