Role Purpose and Key Responsibilities
Role Purpose:
Responsible for, managing all fixed business within the VB Support portfolio.
Key Responsibilities:
- Manage the in life status of fixed customers
- Proactively advise the customers in case there is availability issue through availability management process.
- To achieve SLA Mean Time to Resolution (MTTR), through incident management process
- Make sure root-cause analysis for all problems are done in a professional manner and are documented and advised to the customer through the process of problem management
- Review and improve the support processes (CRs Management) and policy to enhance customer experience.
- Pro-active Training of entire VB fixed portfolio to Improve Services Levels as well as customer Experience
Core Competencies, Knowledge, Experience and Qualification
- Strong analytical skills
- Excellent communication skills
- Strong stakeholder engagement
- Strong customer service and customer satisfaction ethos. Delivering results.
Interpersonal skills
- 2+ years’ experience industry or functional experience.
- Bachelor degree in Business Administration, Economics, Marketing or its equivalent.
Interpersonal skills.
- Excellent communication skills
Skills
- Dynamic Prioritisation and Multi Tasking
- Forecasting
- Influencing
- Business Partnering
- Change and Adaptability
- Coaching and Mentoring
- Expert Communication
- Drives Continuous Improvement
Tags:
Jobs