Executive: Service Management

2 weeks ago

Centurion, South Africa Express Employment Professionals Full time

Main Purpose of the Job

Our client leaders in the telecommunication sector is looking for a Executive: Service Management to be responsible for the overall management and control of resources to provide an efficient and cost-effective service management to the business. Ensure optimal service delivery 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.

PERFORMANCE AREAS & TASKS) KEY PERFORMANCE INDICATORS Improvement
- Identify areas for improvement of overall customer experience
- Implement action plans and act on Surveys and Transaction Feedback
- Maintain customer contact details on CRM to be used for surveys. Measurables
- Customers must be called back within 24 hours of poor service escalations reported.
- Personal CSAT must be above 75% on specified service managed accounts, this will be measured by the surveys monthly / quarterly
- Monthly update of customer contact details.

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 components are available to the customer.
- Address customer contract queries and ensure delivery of services as per the conrtacted requirements
- Represent the opinions and suggestions of the customers to the company so the company has feedback from its customers Measurables
- Platinum customers to be monthly and quarterly for priority customers
- Monthly billing meetings to be held with customers and recorded

Proactive Customer Service
- Ensure all customer segmentation 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 to ensure no billing errors result in credits.
- Create churn and erosion reports within specified portfolios.
- Set reportable metrics to measure and maintain performance and health of the company's service department.

Continual Improvement projects focusing on Customer Experience and Centricity
- Support the innovation of systems, processes and procedures aimed at streamlining output of tasks in order to better customer experience.
- Manage all projects assigned effectively
- Suggesting improvements to customer service to higher management and staff
- Implementing improvements to customer service

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.

Competencies and Minimum Requirements: Knowledge, qualifications and experience
- A bachelor's degree in business, administration, or related field.
- Minimum 12 years relevant experience
- Previous sales and management experience is desirable.
- Strong Telco industry knowledge.
- Excellent leadership, communication, and customer service skills.
- Excellent organizational skills.
- Strong creative thinking and problem-solving skills.
- The ability to work under pressure and handle stress.
- Proficiency in MS Office, i.e., Word, Excel, Project, PowerPoint, and Outlook.
- Strong working knowledge of industry regulations, restrictions, and laws
- Service Level Agreement (SLA) knowledge to guarantee proper and professional support parameters

**Education**:

- Bachelors (preferred)

**Experience**:

- Executive: Service Management: 10 years (preferred)
- s sales and management: 8 years (preferred)
- Telecommunication: 8 years (preferred)
- Service Level Agreement (SLA) knowledge: 8 years (preferred)

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