Customer Services Manager (Telco Industry)

Global Network Recruitment; Gauteng; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Global Network Recruitment is seeking a Customer Services Manager to join our client’s team in Johannesburg. Reporting to the Service Management Head, you will be the primary contact for designated customer portfolios on all service related issues.

Key requirements include a degree in Engineering, Computer Science or Information Systems, ITIL Foundation, and 5–10 years in customer-facing IT roles with Telco delivery experience. Travel locally and internationally may be required.

Qualifications

• Engineering / Computer Science / Information systems degree or equivalent experience advantageous
• ITIL Foundation level essential / Lean Sigma
• Customer Service / Relationship Management – advantageous
• Experience with heterogenous complex Enterprise client environments

Responsibilities

• Oversee service level management for designated portfolios.
• Lead incident management and issue resolution.
• Manage changes and coordinate customer communications.
• Engage with customers to ensure satisfaction and delivery.
• Drive projects from initiation to completion.

Education

Engineering / Computer Science / Information systems degree or equivalent experience advantageous

Job description

Customer Services Manager (Telco Industry)

Location: JHB - Northern Suburbs Type: Permanent

Seniority Level: Mid Career (Above 6 yrs exp)

About the Role

We are looking for a Customer Services Manager to join our client’s team in Johannesburg. Reporting to the Service Management Head you will be the responsible as the primary point of contact for selected key designated customer portfolios for all service related issues.

Key Performance Areas

• Service Level Management
• Incident Management
• Change Management.
• Customer Engagement
• Projects

Competency Requirements:

Knowledge

• Network topology and architecture experience:
• Knowledge of Cisco networks (troubleshooting and analysis) - MPLS, VPN, Routing, LAN, Switching
• Knowledge of general network products i.e., shaping, compression, acceleration etc.
• Knowledge of SDWAN/ Cloud / Security

Skills

• Able to build rapport with Customers and engineers
• Project management skills
• Proficient at report generation
• Excellent Word, PowerPoint and Excel skills
• Excellent communications skills (verbal and written)
• Strong presentation skills at C-level engagements

Behavioural

• Customer Responsiveness
• Commercial acumen
• Attention to detail
• Self motivated
• Stress tolerant
• Proactive
• Excellent interpersonal skills
• Good judgement
• Ability to prioritise
• Collaborative
• Ability to drive internal and external teams efficiently

Minimum Qualifications:

• Engineering / Computer Science / Information systems degree or equivalent experience advantageous
• ITIL Foundation level essential / Lean Sigma
• Customer Service / Relationship Management – advantageous
• Experience with heterogenous complex Enterprise client environments

Minimum Experience:

• At least 5-10 years in a customer facing position within the IT industry, minimum of 3-5 years in a similar management role
• Project Management experience preferable
• Track record of delivering services and solutions in complex Telco environments

Other Requirements:

• Prepared to work overtime and flexible working hours
• Willing to travel locally and internationally
• Must have own transport
• Valid passport

We would love to hear from you if you have at least 5 - 10 years experience in a customer facing position in the IT industry, with a minimum of 3 - 5 years experience in a similar management role, plus a proven track record of delivering services and solutions in complex Telco environments!