Our client is in need of a Service Manager to ensure optimal delivery of services 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.

Duties &Responsibilities

  • Identify areas for improvement of overall customer experience
  • Implement action plans and act on Surveys and Customer Feedback
  • Maintain customer contact details on CRM to be used for surveys
  • Attend to customer service reviews at agreed frequency with the customers
  • Ensure that for all customers that all reporting, incident tracking and service delivery and assurance components are available to the customer
  • Address customer contract queries and ensure delivery of services as per the contracted requirements
  • Represent the opinions and suggestions of the customers to the company so the company has feedback from its customers
  • Ensure all customer 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
  • 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 (via One view) ensure no billing errors result in credits
  • Create churn and erosion reports within specified portfolios
  • 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 initiative
  • Review contracts as needed to be able to maximize profitability

DesiredExperience & Qualifications

  • Formal Qualification (3yrs Degree)
  • Project Management
  • ITIL V4
  • A minimum of 8 years in the ICT sector of which min 6 years must have been spent in the telco environment
    Relationship Management experience and dealing with customers at all levels is a requirement
    Contract and SLA management
  • Understanding of the telecoms industry
  • Knowledge of NPS (Net Promotor Score)
  • Report writing experience



We receive an overwhelming response to our adverts and it is not possible for us to speak to each applicant.  Therefore, your CV will be doing your talking, so please make sure your CV and introduction clearly shows how you match the requirements of this role.

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