CUSTOMER SERVICE MANAGEMENT LEAD [Job Code 1910172S]

Responsibilities:

• Customer Service Reports and Service Reviews
  • Ensure customers monthly service reports are compiled, prepared and submitted timely to committed customers
  • Conduct timely monthly service review meetings and submit meeting minutes.
  • Monitor follow-up actions required and ensure timely closures

• Attend to Customer Service Requests
  • Be customers’ interface for customer orders (including RFP), project management, related escalations service downgrades/terminations as well as customer Audit requests

• Issue Management
  • Take ownership of customers issues and follow problems through to resolution
  • Log all customer billing and invoice issues, track and close in a timely manner to the satisfaction of the customer (TSM issue tracker)

• Notices and Announcements for Maintenance
  • Prepare and compile MoPs (Method of Procedure) for emergency and preventive maintenance activities respectively
  • Prepare and submit appropriate service related client notifications and announcements

• Documentation /SOPs
  • Develop and manage the documentation of Service Management Processes
  • Compile and submit TSM reports for DCTSM health report for the facility
  • Conduct annual reviews of SOP, customer guide and manuals

• Provide General Support
  • Support Account Managers (AM) with order, quotes, proposals and revenue collections
  • As an Internal liaison and working closely with service delivery teams to share schedules, updates and Customer Acceptance Form or CAF
  • Conduct onboarding meetings for new customers to the facility
  • Support in the annual Customer Satisfaction (CSAT)
  • Providing Account Managers (AMs) with pre-sales support including attending sales meeting and contract renewals
  • Undertake project/activities, as directed, associated with technical service management
  • Providing post-sales support to AMs including customer new or additional orders for cross-connects and power requirements

Requirements:

• Degree (BSc/BA) or Diploma in IT/Computing or Engineering or relevant qualification (demonstrated equivalent work experience)
• Possess at least 10 years’ experience in the data center services or operations
• Strong interpersonal, written and verbal skills which allow you to interact with confidence and credibility with customers, partners and vendors
• Technically proficient in MS Word, Excel, Access, Outlook and PowerPoint
• Ability to analyze, problem solve, organize and manage multiple priorities and good follow up skills
• Fluent in English with other languages being an advantage