Job Description

Key Accountabilities

Service Level Management + Manage customer service enquiries as per agreed service levels.
+ Orchestrate the service across the cross-functional service teams and partners to drive performance and
+ delivery of du service commitments.
+ Analyze SLAs and highlight risks & gaps.
Fulfillment Management + Ensure fulfillment of service commitments through contract lifetime.
+ Work closely with internal teams to ensure all services are fulfilled and information are fed back to the
+ customer.
+ Maintain and track database contains customer information.
Billing Management + Perform periodic bill reviews.
+ Manage billing in accordance with customer contract.
+ Collaborate with other resources as needed to address any billing issues.
Service Portfolio Management + Assess, clarify, and validate customer business needs and drive continuous improvement of the end to end
+ service, including infrastructure upgrades for capacity or security for more cost-effective service provision.
+ Support the Account Manager in identifying new opportunities.
+ Perform service reviews on a monthly basis with accounts responsible.
+ Business Relationship Management
+ Maintain relationship and act as trusted advisor to customer and maintain data & information relevant to the
+ account.
+ Manage the contact matrix ensuring that all potential points of contacts are being served appropriately.
Incident Management + Own customer complaints and issues end to end and ensure resolution of the same and provide root cause
+ analysis.
+ Allocate a priority level to any unplanned interruption to a service or reduction in the quality of service.
+ Troubleshoot, investigate and coordinate the incident and ensure it is assigned to the appropriate resolver
+ groups.
+ Monitor and track the incident until restoration of service and ensure service levels are met.

Qualifications, experience, skills and competencies

Qualifications:


Minimum bachelor's degree in sales/marketing or a related field. Degree in business.
Experience:


2 years minimum experience in du enterprise
Skills


du enterprise Mobile/Fixed Products and Services Knowledge du System Knowledge Excellent Communication skill excellent knowledge of Microsoft tools Analytical Thinking skills Attention to details Reporting and Data Analysis skills Problem Solving Skills ability to work well under pressure organizational and planning skills to develop customer experience good personal presentation, especially when meeting with customers Highly results-driven and self-motivated team player very high email response rate able to be connected 24/7 * Understanding of business proactively approach