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Customer Care Manager

  • Salary: £140 - £160 per annum
  • Job type: Contract
  • Location: Basingstoke, Hampshire
  • Sector: Other
  • Date posted: 01/08/2017
  • Job reference: J371438A

We're looking for a Customer Care Manager to work on behalf of our large network services client to be based in Basingstoke for an initial 6 months working across the EMEA region.

In this role you'll be responsible for the end-end management of new install and modification orders as part of a Global Project, including proactively managing the customer activation service needs to ensure the highest levels of customer satisfaction.

The ideal candidate will be:

  • Providing weekly updates to internal and external stakeholders
  • Acting as the Point of Contact for internal teams, and liaising with them to ensure smooth delivery and swift resolution of issues
  • Proactively managing escalations and supporting internal teams to drive a forward progressing attitude.
  • Owning/managing all customer communications or escalations
  • Providing regular order statuses and drives timely resolution on behalf of the customer.
  • Actively managing all service activation elements of customer orders
  • Communicating order status to customers through the necessary channels
  • Addresses customer concerns in a timely manner.

The ideal candidate will have:

  • Understanding of Service Delivery and stakeholder management.
  • Service Delivery experience working for a large telecommunications company (ideally)
  • Project management experience
  • Attention to detail and the ability to organise data from various sources in to concise and relevant information
  • Self-direction, initiative and focus
  • The ability to work well under pressure
  • Good troubleshooting skill
  • Excellent written and verbal communication skills and the ability to effectively communicate with stakeholders of all levels
  • The ability to work effectively under pressure; organising multiple tasks and projects in an ever changing environment.
  • Demonstrated ability to direct the work of other functional organisations.

Interested candidates should submit their CVs in the first instance to harriet.valentine @ Experis.co.uk

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