C&W Business Senior Manager Customer Care

Summary

The Customer Care Manager will manage the Jamaica B2B support team who addresses technical and IT/Manage services support requirements and resolves related issues of customers’ services for all C&W Business products. The Customer Care Manager will work along with the rest of the company managers and Directors to develop an effective and workable framework for managing and improving customer´s support. The Manager is responsible for day-to-day performance monitoring and work distribution for staff. Ensures that goals are met, and product/solutions that are delivered meet the Company standards. This will include the ongoing performance improvement and optimization of the department. The Manager will directly engage customers, and stakeholders on key issues surrounding Care, including the regular review of our products and services.

Responsibilities

• • Define specific schedules for help-desk service coverage and cost management
• • Define processes to monitor all open tickets to ensure closure to the established/committed response and resolution times.
• • Address complicated support issues that are escalated by team members and/or customers.
• • Work in close conjunction with the other managers to ensure organizational employees are working at their optimal on desktops/workstations, laptops, and handheld communication devices.
• • Ensure advance communication of service disruptions is delivered to users who will/may be affected
• • Ensure that the team supports all tier II and higher calls of the customers.
• • Motivate team to adhere to best practices and deliver outstanding customer service and satisfaction across all locations.
• • Define and control metrics and KPIs with the team as well as all internal/external stakeholders
• • Responsible for continuous improvement in both efficiency and effectiveness
• • Implement best practices
• • Develop training frameworks and programs to help staff keep up-to-date about new industry practices and technologies.
• • Manage the overall desk activities, including the supervisors
• • Act as a further escalation point for the supervisor(s)
• • Report to GMs, senior managers and directors on any issue that could significantly impact the business
• • Attend Change Advisory Board meetings
• • Take overall responsibility for incident management and request fulfilment on the B2B Service Desk. This could also be expanded to any other activity taken on by the Service Desk – e.g. monitoring certain classes of event.
• • Manage the processing and reduction of all B2B debt and disputes
• • Play a critical role in the management of customer churn due to service issues
• • Support on other key projects related to customer services

Qualifications

• • At least 5 years working experience in a Supervisory role within a Telecommunication Company or ISP.
• • In depth knowledge of Voice and Data products and its applications
• • Takes the initiative in client and internal situations and opportunities to drive C&W Business success and attain KPIs.
• • Anticipates where new ideas are needed and presents innovative ideas/approaches which are ready to implement.
• • Knowledge of B2B products and services and the relevant processes that they follow.
• • Role Model of C&W Values
• • Demonstration of High Leadership skills through effective communication, people mentorship and risk mitigation.

Share This Job