Manager, Technical Customer Support Services in Lagos, Nigeria

at Etisalat

Minimum Qualification
Bachelor's Degree
Required Experience
3 - 5 years
Employment Type
Full Time
Male or Female

Job Description

Job Summary      

  • Assist in the resolution of all Technical and IT Systems related customer issues and queries: - tracking and confirming appropriateness.
  • Perform quality and service assurance functions across the customer base
  • Contribute to increasing the customer satisfaction index
  • Provide support in ensuring a seamless collaboration between Frontline teams - Customer Care, Retail Sales, Indirect Sales, and Enterprise Sales and IT, Systems and Products teams for efficient delivery of products & services.

Principal Functions        

  • Assist in the resolution of all customer issues relating to Technical, IT Systems, Products and Services issues or other customer impacting issues and validate the remedial actions.
  • Develop, Implement and Manage an End-to-End Service Assurance Portfolio.
  • Ensure accurate and effective SLA Management for all customer issues (Technical and IT related)
  • Monitor and Advise Processes improvements where it affects the Customers and Issues resolution
  • Reports management for Technical and IT Systems, Products and Services issues; Resolution management against defined business rules
  • Keep abreast of global and local best practice as it relates to Technical, IT Systems, Products and Service quality and assurance.
  • Measuring key service assurance indices across the Technical and IT Systems, Products and Services teams.
  • Understand all new products and services and proactively resolve all potential Technical, IT Systems and Products issues that may arise post-implementation.
  • Collaborate with all relevant stakeholders on all escalated issues within agreed SLAs.
  • Participate in the development of new products and services, provide support where required.
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