Customer Experience Manager

Come and join an organisation that supports continual growth and development with complete on-the-job training in their range of products and services.

A great team who aims to provide value to their customers in all interactions.

Looking for a Customer Experience Manager who will be responsible for the client service desk and customer experience functions which are located overseas.

The Service Desk is a key function within our Network Operations Centre and as Customer Experience Manager you’ll provide high-quality, efficient support to our Service Desk Agents and our customers.

Core Responsibilities

• Managing a team of customer service agents – an overseas team on a 24/7 roster
• Handling face-to-face enquiries from customers
•  Analysing statistics and other data to determine the level of customer service Vertel is providing and ensuring this level is maintained or improved
• Preparing reports which detail the customer service that Vertel is providing
• Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses then applying these best practices to areas of improvement
• Improving customer service procedures, policies and standards
• Controlling resources and utilising assets to achieve qualitative and quantitative targets
• Taking ownership of customer issues and follow problems through to resolution

Technical Experience

• The ability to respond to customer needs and provide technical solutions within agreed SLAs
• A formal tertiary qualification in telecommunications, ICT, business or engineering discipline (a minimum of Bachelor or higher degree in one of these fields)
• A demonstrated technical proficiency in ICT networks, systems and applications.
• Understanding of Layer 2 and Layer 3 networking technologies
• Cisco Certified Network Association (CCNA) qualification is highly desirable
• Working knowledge of our technology area: Managed Services (Ethernet, wireless)
• Working knowledge of ITIL and TM Forum an advantage

Soft Skills & Abilities

• Disrupter mindset in process definition, ensuring that customer support as a key moment-of-truth is actually realised
• Understands Telco processes for service upgrades such as Planned Event Notifications, Adds Moves and Changes and Outage management
• Demonstrated growth mindset
• Good time management skills and ability to work independently and effectively under pressure
• Enjoy working and communicating with customers
• Not afraid to advocate for the customer and be their voice within Vertel
• Bring a technical mindset with a customer first approach
• Love a challenge, and you are great at problem-solving and take ownership of issues through to resolution.
• Able to independently prioritise your workload and manage multiple priorities through to completion