Customer Care Manager (Telco)
CenturyLink
68700, HK
9小时前
source : SuccessFactors

CenturyLink (NYSE : CTL) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections.

The company also serves as its customers’ trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business

Job Summary

Acts as a single point of contact for a group of assigned customer accounts which typically have a medium to large revenue scope or have moderate to high complex product needs.

Manages any interactions from the customer order through billing to ensure highest levels of customer satisfaction. Promotes revenue growth, retention, and overall customer satisfaction.

Serves as the conduit and escalation point for exception problem management of customer troubles and issues in the areas of order entry, order validation, service activation, test and turn-

up, customer access group, technical customer account management, disconnects and billing activities.

Job Description

Owns and manages all customer communications or escalations pertaining to new install orders. Manages all aspects of the conversion of sales to revenue for the company.

Actively manages all service activation elements of customer orders from order entry through service turn up. Communicates order status in a timely manner to customers via conference call, emails and phone calls.

Has authority to deviate from defined processes to ensure customer satisfaction and revenue recognition

May collaborate with customer or portal support team with the on-boarding and re-boarding (as changes occur) of customers within the company portal.

Provides training to customers in order to drive consistent use of the company portal. Accountable to ensure that all assigned customers are portal enabled, including owning and directing the process for implementing updates of customer information hierarchies within the company portal.

Initiates and tracks the timely and accurate moves, adds, changes and disconnects to the customer’s services based on their requests.

Owns and creates service delivery and service management performance review presentations.

Responsible for effective and proactive pre-sales engagement which includes product compliance, ensuring factory supportability and solutions definitions.

Qualifications

Education : Bachelor Degree in Business

Attention to detail with good organizational capabilities

Ability to prioritize with good time management skills

  • 5 years related customer service experience in the telecommunications industry
  • Must have project management experience in planning and organizing data from various sources into concise, relevant information

    Must have keen attention to detail. Must be self-directed, understand the requirements, and take the initiative to complete tasks or assignments with little or no direction

    Experienced in interfacing with internal and external customers towards effective management of a project or customer expectations

    Education

    Bachelors or Equivalent in Computer Science or Information Systems

    EEO Statement

    No Discrimination. We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, marital status, family status, pregnancy, or other legally protected status (collectively, protected statuses ).

    We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

    Any offer of employment is contingent upon the results of a pre-employment drug test and background check.

    Disclaimer

    The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification.

    It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

    Job duties and responsibilities are subject to change based on changing business needs and conditions.

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