The Customer Service Manager is responsible for attending to the necessary escalations from clients and to ensure that the escalations process are being followed as necessary.
Essential Duties And Responsibilities
Manage NPS score for the company
Ensuring customer satisfaction with regards to escalated services;
Managing the necessary escalations received from clients via the OM & MD email addresses.
To ensure that the necessary escalation response times are met as per the below:
MD - 30 minutes
OM - 1 hour
Every subsequent response within 6 hours
To ensure that necessary escalation resolution times are met as per the below:
72 hours for Minor Escalations: Non-business critical requests and internal speed issues
24 hours for Major Escalations: Customer Dependent (Top 60 BitCo Customers), business critical, no service and/or bad audio quality
Provide urgent and consistent feedback on queries and escalations etc.;
Going to meetings with Consultants for escalated customers;
Qualifications And Experience
Five to seven years’ experience in customer relations/customer service environment in the Telecommunication or ICT industry
Hard Skills Required
Advanced Computer Literacy
Intermediate MS Excel
Intermediate MS Outlook
Intermediate MS Word
Intermediate MS Powerpoint
Dropbox
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Telecommunications
Referrals increase your chances of interviewing at BitCo Telecoms by 2x