Customer Service Advocate

7 giorni fa


Milano, Italia Bebeecustomer A tempo pieno

Job TitleService ManagerPosition reporting to:Head Of Service ManagementWe are seeking a proactive and skilledCustomer Experience Professionalto promote exceptional customer service for our clients.This role is accountable for managing all aspects of customer operations, including major incident management, coordinating with our change management/project teams, and ensuring compliance with agreed customer processes.The successful candidate must be self-motivated and confident with strong communication skills & financial acumen.They need to understand the importance of accountability and management.The role involves hybrid working, both on site and remotely from home.Main Responsibilities:Monitor customer feedback, reviews, and drive improvementsCollaborate with Product, Marketing, and Sales to align customer needs with business goalsTrack the success of customer experience initiativesChampion the voice of the customer in all aspects of business planningEscalation management – handle both internal and external escalations with empathy and efficiencyProvide monthly service reporting and chair Customer Service Reviews where requiredOversee the progress of network projects and 'Moves, Adds & Changes', providing periodic reporting to Customers and internal stakeholdersCreate and manage Customer Service Plans & monthly/quarterly reporting packsSLA monitoring & reportingManage Service Improvement Plans if requiredManaging Customer documentation and inventory management with our internal teamsEvaluate Planned Work Notifications and communicate them in a timely mannerAwareness of profit and loss


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