Senior Consultant: Managed Services

8 months ago

Johannesburg, South Africa Optimal Growth Technologies Full time

**Job Summary**:
As a Customer Support Specialist, you will play a crucial role in receiving and analyzing support requests, determining optimal solutions, and implementing them efficiently. This position requires negotiating deals with customers in alignment with policies and procedures within designated timeframes. Additionally, you will be responsible for compiling monthly reports on Tariff Optimization, Upgrades, Churn, and Problem Solutions. Monitoring the performance of relevant parties to ensure agreement compliance and maintaining strategic targets are key aspects of this role.

**Key Responsibilities**:

- ** Support Request Management**:

- Receive and analyze customer support requests, identifying the most appropriate and effective solutions. Implement solutions promptly and efficiently, ensuring customer satisfaction.
- ** Deal Negotiation**:

- Negotiate deals with customers in accordance with established policies and procedures, meeting allocated timeframes. Ensure negotiated deals align with the company's strategic goals and customer satisfaction.
- ** Monthly Reporting**:

- Compile comprehensive monthly reports on Tariff Optimization, Upgrades, Churn, and Problem Solutions. Provide insights and recommendations based on the analysis of the reports.
- ** Performance Monitoring**:

- Monitor the performance of all relevant parties involved, ensuring adherence to agreements and strategic targets. Proactively address and resolve any issues affecting performance.
- ** SLA Management**:

- Manage customer-specific bespoke Service Level Agreements (SLAs), ensuring strict adherence. Provide end-to-end support for designated customer accounts.
- ** ITIL Service Management Standards**:

- Conform to ITIL Service Management Standards in all aspects of customer support and service delivery. Ensure compliance with industry best practices and standards.
- ** Relationship Building**:

- Build and maintain one-on-one relationships with customer administrators supported. Conduct regular check-ins to gauge satisfaction and address any concerns.
- ** Customer Delight Index and NPAS**:

- Maintain and improve key performance indicators such as Retentions (upgrades, cancellations), Call Centre Service Levels, Customer Delight Index, and Net Promoter Score (NPAS).

**Qualifications and Skills**:

- Bachelors degree in Business, Management, or a related field. Proven experience in customer support or account management. Strong negotiation and deal-making skills. Analytical mindset with the ability to compile and interpret complex data. Familiarity with ITIL Service Management Standards. Excellent communication and interpersonal skills. Detail-oriented with a commitment to meeting and exceeding customer expectations.

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