Customer Service /Managed services Coordinator

Role Summary:

Ensures satisfactory delivery of all service requests (Relocation, hardware replacement, Wi-Fi Extension, upgrades). Proactively liaise with all internal & external stakeholders and communicate prompt feedbacks in return to ensure all orders are processed on time. To increase market share of the company by providing top of line Managed Services and VAS (Value Added Services). Ensure visibility and effective packaging of the services in attractive bundles and releasing them in the market.

Managed services & VAS Categories: UTM, IP Telephony, Hosting, Security, Disaster Recovery, Cloud and Data Backup, Infrastructure and other Value added and professional solutions.

Responsibilities:

• Manage all service enquiries such as Relocation, hardware replacement, hardware installation, Wi-Fi Extension, and upgrades requests for customers.
• Coordinate all service requests with relevant stakeholders.
• Provide costing and recommendations for customers’ requests.
• Follow up on projects implementations.
• Accurately fill, update & send various service delivery reports to responsible stakeholders.
• Handover achieved tasks.
• Liaise with internal & external stakeholders to ensure all service requests are delivered promptly.
• Documentation, forms and reporting.
• Close deals with clients to ensure product quality is in line with the demand.
• Promote and sell VAS across various business channels.
• Work with the Engineering team to provide solutions to clients.
• Provide commercials to clients
• Work with the engineering team for project implementation
• Work with various OEMs and Distributors to get the best solutions and best pricing
• Follow up in payments with clients on the closes deals
• Interface with Accounting department for raising Purchase orders and invoicing.
• Provide weekly, monthly and annual revenue report.
• Identify and inform about the technical support required for the services being implemented.

Requirements

• Sc./BA in Business Administration, Mass Communications or relevant field. MBA will be highly desirable.
• Minimum of 3-5years of experience in the same ISP environment
• Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge,
• Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analysing Information and Multi-tasking Ability to understand the impact of operational decisions on organizational initiatives.
• Smart, proactive thinking and solution centered approach.
• Proven track record of increasing market share.
• Ability to establish solid relations across Vendors, Operators, 3rd party etc.

Demand on the job: All candidates must have ISP experience!!!