Etisalat Nigeria recruitment for a Technical Customer Support Services Manager

Etisalat’s vision is a world where people’s reach is not limited by matter or distance; a world where people will effortlessly stay in touch with family and friends; a world where businesses of all sizes can reach new markets without the limitations of distance and travel.

Etisalat Nigeria is recruiting to fill the vacant position below:

Job Title Manager,Technical Customer Support Services

Location Lagos,NG

Job Summary

  • Assist in the resolution of all Technical and IT Systems related customer issues and queries: – tracking and confirming appropriateness.
  • Perform quality and service assurance functions across the customer base
  • Contribute to increasing the customer satisfaction index
  • Provide support in ensuring a seamless collaboration between Frontline teams – Customer Care, Retail Sales, Indirect Sales, and Enterprise Sales and IT, Systems and Products teams for efficient delivery of products & services.

Principal Functions

  • Assist in the resolution of all customer issues relating to Technical, IT Systems, Products and Services issues or other customer impacting issues and validate the remedial actions.
  • Develop, Implement and Manage an End-to-End Service Assurance Portfolio.
  • Ensure accurate and effective SLA Management for all customer issues (Technical and IT related)
  • Monitor and Advise Processes improvements where it affects the Customers and Issues resolution
  • Reports management for Technical and IT Systems, Products and Services issues; Resolution management against defined business rules
  • Keep abreast of global and local best practice as it relates to Technical, IT Systems, Products and Service quality and assurance.
  • Measuring key service assurance indices across the Technical and IT Systems, Products and Services teams.
  • Understand all new products and services and proactively resolve all potential Technical, IT Systems and Products issues that may arise post-implementation.
  • Collaborate with all relevant stakeholders on all escalated issues within agreed SLAs.
  • Participate in the development of new products and services, provide support where required
  • Carry out other tasks and assignments as assigned by the Head, Technical Customer Support Services.

Educational Requirements

  • A Bachelor’s degree in Engineering or any relevant discipline.

Experience,Skills & Competencies

  • Six (6) to Eight (8) Years work experience with at least four (4) years in a high-pressure supervisory function.
  • Ability to project manage several projects, events and activities
  • Experience working in the Industry especially in a Service/Quality Assurance OR an IT/Technical role.

How to Apply
Interested and qualified candidates should Click Here to Apply

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