Client Service Manager 2 / Directeur des services clients 2 (11065)

Location: Burnaby, BC
Date Posted: 31-10-2017
Escalations Manager - New Market Operations:

To ensure the best-in-class level of service is achieved and maintained, you will:
  • Assess, monitor and escalate resolution activities
  • Communicate status and impact on issues/escalations
  • Assess and prioritize issues and the inherent risks
  • Coordinate resolution activities as required
  • Ensure implementation or restoral of service operation or resolution of issue as quickly as possible with minimal disruptions to our customers
  • Develop and maintain meaningful records
  • Maintain and enhance the NGM issues and risks management system
  • Communicate incident status and progress in a timely manner to all concerned parties
  • Assist in the relationship management between resolving groups, service management and the customer key contacts
  • Ensure the best resource utilization in supporting the business and the customer
  • Become a Subject Matter Expert (SME) for E2E Service Assurance and/or Fulfillment process
  • Work collaboratively with others across client and build strong inter/intra departmental relationships
  • Provide coaching back to team members across the organization to drive accountability and learning
  • Be a process champion consistently looking for better solutions
  • Make recommendations to enhance or simply process, and metrics to monitor process performance.
  • Own and revise as needed our commercial and residential RACI charts
  • Facilitate meetings with a cross section of internal stakeholders

What YOU Bring:
 
  • Experience with Salesforce, Domo, Jira
  • Knowledge of client Wireless and Wireline products and services
  • Solid problem solving skills with the ability to think creatively
  • Excellent customer service in fast-paced, high stress environment
  • Strong sense of ownership (customer-focus)
  • Facilitate meetings with a cross section of industry players
  • Strong presentation skills, sound written communication skills
  • Performance driven with a bias for action
  • Customer First passion


 
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