25 May

Customer Advocacy Escalation Manager Vacature bij Ibasis Den Haag

Functietitel
Customer Advocacy Escalation Manager
Bedrijf
Ibasis
Locatie
Den Haag ZH
Openingsdatum
25 May, 2018 25 days ago

Ibasis Den Haag met spoed nodig onderstaande werk positie als de Customer Advocacy Escalation Manager. Lees deze personeelsadvertentie zorgvuldig alvorens het aanbrengen van. Er zijn enkele kwalificaties, ervaringen en vaardigheden eisen dat de werkgevers nodig hebben. Doet je carrière geschiedenis passen deze eisen? Ervoor begrijpen dat u de rol die je solliciteert en dat zorg ervoor dat het geschikt is met uw vaardigheden en kwalificaties te.

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Customer Advocacy Escalation Manager Vacature bij Ibasis Den Haag Vacatures Detail:

Customer Advocacy Manager

Description:

iBasis is seeking a seasoned customer experienced leader to create and lead an operational team with a focus on providing first-class support for our international customer base (international voice, mobile signaling and data, mobile value added services). This role will lead a team to ensure all internal and external activities are properly planned, communicated, and implemented to ensure seamless service delivery and reduce customer interruptions and impact to normal business operations.

Job Responsibilities:

  • Define, implement, and support all activities related to customer incidents and escalations
  • Coordinate internal iBasis teams (engineering, commercial, operations, etc.) to quickly resolve service impacting events to minimize impact to iBasis’ customers
  • Evaluate team performance to ensure iBasis’ customers receive a consistently high level of service both in terms of performance and quality
  • Partner with iBasis’ Commercial, Sales, and Product teams to define and create sustainable/scalable Service Management program; including Strategic Account Managers, network and service monitoring capabilities, process design, improvement programs
  • Act as a primary point of contact for iBasis’ customers for major incidents, improvement plans, event planning, growth/expansion opportunities
  • Conduct ongoing customer and incident reviews to identify and implement improvement opportunities; establish continuous process improvement to increase customer service excellence
  • Lead iBasis’ Quality team to ensure that all customer support activities are being performed at a high level of quality and effectiveness to meet all Service Level Agreements or Operational Level Agreements
  • Perform trending and analysis (problem management) to ensure quality delivery of services to our customers
  • Lead communication activities (both internal and external) during major incidents and events

Requirements:

  • Bachelor’s degree or equivalent
  • 5+ years’ experience in telecommunications industry or related field
  • Demonstrated experience with escalation management, customer facing support activities
  • Strong communication and presentation skills; ability to communicate across all teams, and levels, of the organization
  • Ability to thrive in a fast paced environment and understand complex issues
  • Experience with process improvement methodologies/frameworks such as ITIL, eTOM, Six Sigma
  • Analytics experience preferred; EDW/BO, Tableau
  • Strong commercial orientation and desire to link operational excellence with commercial success
  • Top-notch process, problem solving and analytical skills
  • Ability to work well with cross-functional organizations in multiple time zones
  • Demonstrated strong people management skills
  • A sense of humor


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