Location details

Service Manager

Industry Specialization	:
Type of Employment	:	Permanent
Minimum Experience	:	5 years or more
Work Location	:	Northeast Singapore

Job Description:

• Responsible for service management that SPTel provide to our key customer to achieve operational excellence and provide best customer experience which contributes positively to the network promotor score
• Responsible for delivering the expected QoS and service performance of services offered to customer.
• Manage the customer to ensure customer satisfaction by regular meet up with customer, reporting to customer the performance of the services customer has with SPTel, anticipate customer needs.
• Responsible of getting the team to work on the design and implementation of services customer buy from SPTel, follow by onboarding the customer and familiarize customer with the processes, procedures for service management.
• Customer Service Management
• Act as a representative for customer, a bridge between the customer and SPTel
• Understand the customer environment and needs in detail to assist in troubleshooting incidents, keep the customer constantly informed and ensure the customer is well taken care off
• Act as an agent to up sell and pull in on-going customer needs and work with Sales to turn that into cash/revenue for the company
• Take extra care of customers that are put under sensitive situations, e.g. Customers who are near their renewal period yet experience issues with regards to services subscribed, or any other issues
• Raise trouble tickets with details on behalf of customer if necessary
• Perform initial assessment of incident and resolution before getting to customer. Follow up resolution of all incidents and monitoring resolution to agreed QoS targets
• Escalate to management about incidents not solved within QoS targets.
• Drive and support Continual Service Improvement pertaining to the customer serve

Requirements:

• Preferably has a degree or equivalent or extensive experience in customer service areas.
• Able to relate impacting issues and risks to customer and understand their business implications
• Minimum 5 years relevant experience
• Minimum 5 years managerial experience for teams of 10 or more technical people