MainOne Job Vacancy For Service Management Officer

Job Description

• Reporting Line: Customer Service Supervisor
• Department: Commercial (Sales and Marketing)

• Serve as the primary customer contact for technical and business issues for assigned accounts.
• Manage change requests and contract renewals.
• Manage special requests like bandwidth on demand, relocation, migration, IP address requests, price reduction, additional capacities etc.
• Introduce new product offerings and features.
• Liaise with Sales, Marketing, Technical and other customer-facing functions to implement agreed SLA standards aimed at enhancing customer satisfaction and promoting loyalty.
• Effective monitoring and reporting of customer performance and utilization.
• Regular customer engagement via calls and visits.
• Schedule and attend customer service review meetings as required.
• Initiate discussions on up sell /cross sell and refer to Sales team.
• Follow up with the technical team to ensure timely equipment retrieval from churned clients for re-use.
• Review and reconcile qualified outages or any breach in SLAs especially upon requests.
• Continuously review processes and behaviors across all points of contact with customers to ensure optimal customer satisfaction and identify areas for process improvement.
• Schedule and execute customer service review meetings and attend customer events (as required) for assigned accounts.
• Track/monitor operational issues and follow up with assigned personnel to ensure timely resolution of problems.
• Manage the process for communicating scheduled outage/emergency activities to internal and external customer base on a timely basis, ensuring availability of accurate data for escalation.
• Perform other tasks as may be required
• Ensure customer data is updated and customer activity effectively tracked in sales force.

Required Skills or Experience

• Bachelor’s degree in a relevant field.
• At least two (2) years of relevant experience.

• Very good interpersonal and relationship building skills.
• Very strong oral and written communication skills.
• Mature and able to coordinate diverse teams and functions in the achievement of a common goal and priority.
• Detailed oriented and able to take ownership of assigned tasks.
• Accountable and dependable.
• Strong organisation skills
• Proficiency in the use of MS Office suite.
• Ability to develop an in-depth knowledge of MainOne’s product and service offerings.
• Ability to manage difficult situations and customers.
• Ability to read, analyse and interpret general business documents (terms and conditions, technical procedures, etc.)
• Keen attention to detail.
• High level of integrity and professionalism, especially in dealing with highly confidential information.
• Time and priority management skills.
• Very good analytical and problem solving skills.