Customer Care Specialist

Jobtailor; Medellín; Presencial; COP 60.000.000 - 100.000.000; Jornada completa

Descripción de la vacante

Jobtailor is seeking a Customer Success / Account Manager to act as the SPOC for Starlink and Amazon Kuiper customers in Medellín. You will own the end-to-end account lifecycle, coordinate cross-functional teams, and ensure service continuity and SLA compliance.

The role requires 3–5 years in customer care or service delivery, with experience in telecommunications, IP networks, and billing processes. ITIL certification is preferred and CRM tools proficiency is essential.

Formación

• Bachelor’s degree in a related field is required.
• Postgraduate specialization in a relevant area is preferred.
• 3–5 years of experience in Customer Care, Customer Success, Service Delivery, or Account Management.

Responsabilidades

• Serve as the primary point of contact between V.tal and key customers, focusing on LEO satellite services.
• Ensure an exceptional experience throughout the account lifecycle.
• Lead operational and administrative management.
• Ensure compliance with Service Level Agreements (SLAs).
• Resolve incidents and monitor billing.
• Coordinate technical, commercial, and logistics teams.
• Prepare reports and conduct service performance reviews.
• Identify risks and opportunities and drive customer retention.

Conocimientos

Customer Relationship Management

SLA Management

Telecommunications Knowledge

ITIL Certification

CRM Tools Experience

Educación

Bachelor's degree in Telecommunications Engineering, Electronic Engineering, Systems Engineering, Business Administration, or a related field

Postgraduate degree or specialization in Service Management, Telecommunications, Customer Experience, or a related field is preferred

Herramientas

CRM Tools

Ticketing Management Platforms

Descripción del empleo

• Serve as the primary point of contact between V.tal and key customers, with a focus on LEO satellite services
• Ensure an exceptional experience throughout the entire account lifecycle
• Lead operational and administrative management
• Ensure compliance with Service Level Agreements (SLAs)
• Resolve incidents
• Manage credits and compensations
• Monitor billing
• Track technical improvements with the Quality team
• Fully manage the customer relationship
• Represent the customer internally
• Coordinate technical, commercial, and logistics teams
• Ensure service operational continuity and achievement of business objectives
• Act as the single point of contact (SPOC) for Starlink and Amazon Kuiper customers, ensuring satisfaction and retention
• Maintain a comprehensive view of accounts, covering commercial, technical, operational, contractual, and billing aspects
• Conduct regular service performance review and management meetings
• Identify risks and opportunities
• Monitor SLA compliance
• Prepare reports
• Coordinate the validation of credits and compensations

Requirements

• Bachelor’s degree in Telecommunications Engineering, Electronic Engineering, Systems Engineering, Business Administration, or a related field
• Postgraduate degree or specialization in Service Management, Telecommunications, Customer Experience, or a related field is preferred
• 3–5 years of experience in Customer Care, Customer Success, Service Delivery, or Account Management roles
• Proven experience in telecommunications, enterprise connectivity, or managed services
• Knowledge of Starlink Enterprise and Amazon Kuiper services
• Knowledge of SLA management and service governance
• Knowledge of the ITIL Foundation framework
• Experience with CRM tools and ticketing management platforms
• Knowledge of IP networks, WAN connectivity, and managed services
• Knowledge of incident, problem, and change management
• Knowledge of operational and financial KPI analysis
• Knowledge of billing, credits, and compensation processes
• ITIL certification is preferred

Core Competencies

Demonstrates expertise in managing customer relationships and ensuring compliance with Service Level Agreements (SLAs) while coordinating cross-functional teams to achieve operational continuity and business objectives. Proficient in telecommunications services, incident management, and performance analysis.

Highest-signal resume keywords

• Customer Relationship Management
• SLA Management
• Telecommunications Knowledge
• ITIL Certification
• CRM Tools Experience

ATS Optimization Keywords

Hard Skills

• Incident Management
• Problem Management
• Change Management
• Operational KPI Analysis
• Billing Processes
• Credits Management
• Compensation Processes
• IP Networks Knowledge
• WAN Connectivity Knowledge
• Service Governance

Soft Skills

• Communication
• Problem-Solving
• Leadership
• Customer Focus
• Collaboration

Certifications & Qualifications

• ITIL Certification

Industry Keywords

• LEO Satellite Services
• Starlink
• Amazon Kuiper
• Customer Care
• Customer Success
• Service Delivery
• Account Management
• Telecommunications Engineering
• Service Management
• Customer Experience

Tools & Technologies

• CRM Tools
• Ticketing Management Platforms