TSG Customer Interface Manager Job at Airtel Nigeria

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Job Title: TSG Customer Interface Manager – Enterprise Customers

Location: Lagos, Nigeria

Employer: Airtel Nigeria (Airtel Networks Limited)

Job description:

Interface with the customers

•   Interface customers on regular basis

End to end responsibility of service assurance and customer satisfaction

•   Monitor Enterprise network performance 24×7 of each customer.  

Ensure service delivery to enterprise customers as per the agreements

•   Circulate the performance reports daily to each customer and all internal stake holders.

Monitor network performance of each enterprise customer

•   The performance report should include at least service up time, usage, throughput, outages, Quality KPIs, etc

Generate daily, weekly and monthly reports of up time, service availability, failures, service degradations and share the same report with the customer.

•   Ensure that the customer service KPIs are delivered as agreed

Escalate to the right people in case of service degradation

•   Any service degradation should be immediately escalated to right people for resolution. Also share it with the customer with severity.

Study the RCA of service degradation and ensure that the recommendations given in RCA are implemented

•   Lead and get fully involved in the resolution process in case of service degradation.

Maintain database for each customer & manage it.

•   Generate spares requirements, initiate actions for procurement of spares and do the  management of spares

•   Study the RCA and implement the recommendations given in the RCA to avoid repeat failure in future

•   Coordinating technical support from OEMs (i.e. Huawei, Ericsson, Aviat, Cedarview, etc.)

•   Creating and developing the database of the performance logs. Analysing the logs and generating reports.

Desired Skills and Experience:

Educational Qualifications  & Functional / Technical Skills:

•   Bachelor of Engineering Degree

•   Sound knowledge of enterprise network architecture and technologies, service assurance,   customer complaint handling and resolving.

•   Database maintenance, Analytical and Presentation skills

Relevant Experience:

•   Minimum 8 years in the similar field

Other Requirements (Behavioural etc.):

•   Entrepreneurial disposition in decision making and managing resources

•   Logical decision making abilities

•   Flexible and dedicated

•   Ability to manage an outsourcing partner to effectively deliver on SLAs

•   Impeccable integrity and character

•   Good communication & presentation skills & Go-getter

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Source: TSG Customer Interface Manager Job at Airtel Nigeria