Head, Service Management at a Multinational Telecommunications Company

We are a leading Multinational Company with interest in Telecommunications. We are in the process of launching our Customer Experience Center in Lagos, Nigeria. The Center brings the latest and greatest of ICT innovations that powers the digital world to our customers. The center is designed to showcase technologies and experience that customers can preview before they buy and will also provide customers very exciting experience about our current products and services, while showcasing the possibility of what the future brings in the world of information and communication.

We are recruiting highly competent, talented and self-motivated individuals with excellent customer service orientation, backed with strong ICT skills to fill the position below:

Job Title: Head, Service Management

Ref: HSM
Location: Lagos

Key Responsibilities

• Manage the service Management team for all Experience Centers
• Responsible for all SLA ownership and their defense within the business
• Represent the customer interest in the organization
• Responsible for post sales Customer satisfaction
• Responsible for the daily management of the Experience Center Technical Demo staff
• Handle all the service issues escalated by the customers.

Qualifications, Experience and Skills

• Relevant University Degree required
• A Degree in Economics, Marketing or Business related discipline is preferred.
• Relevant post graduate or professional qualifications will be an added advantage.
• Minimum of 15 years’ experience in service management in an Experience Center or a Customer facing setup.
• Customer service, Negotiating and influencing, analysis and decision making, and management skills. Areas of knowledge: the business environment, product knowledge and financial awareness.
• Good experience in end to end customer, technical upgrade end upsell management.

Remuneration
The position offers very attractive and competitive remuneration packages as well as challenging prospects for the successful candidates.

Application Closing Date
9th August, 2022.