Customer Service Manager

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives.  Come join the excellence!

Overview

As an integral member of the team in France, the candidate will report to the Regional Technical Manager, acting as a liaison to customers dealing with any concerns relating to delivery or support of their service.

Responsibilities

• Ensuring that the customers’ service is fully understood within all business departments.  There will be a requirement to become familiar with all customer solutions and ensure that all customer documentation is up to date and distributed correctly.

• Working closely with the Service Delivery teams to ensure that the customer is well informed of project progress and delivery milestones.

• Working closely with Network Operations team to provide proactive and reactive assistance to a diverse range of issues in order to meet customer obligations and requirements as defined in customers SLAs.

• Working closely with the Business team to ensure that customer expectations and requirements are being met and addressed whether as part of a project or on an on-going support basis.

• Actively engaging in any Incident Management, Problem Management or Change Management affecting any of the customer base.

• Reviewing processes to ensure the customer’s are informed and TNS are performing consistently within Service Level criteria.

• Overseeing and attending customer service reviews to review SLA performance and/or support new product offerings

• Identify and assist with implementation of new and improved operational procedures involving customer interaction

• Provides a contact point to clients/customers for the delivery of pre- and post-sales services and support.

• Manages all facets of customer retention including participating in the resolution of customer concerns and defining and developing a customer contact strategy.

• Analyses operational processes, escalation procedures and performs training needs assessments to identify opportunities for service delivery improvements and value add to the customer/clients.

• Develops customer service department procedures. Liaises between customers and Operations, Service Delivery, Sales and Finance to resolve status, production, delivery and billing inquiries.

• Manage major incidents ensuring they are managed effectively through to resolution, and customers are kept appropriately informed at regular intervals.

• Contribute where possible to developing way to improve delivery of network/processing services

• Provide initial point of contact for any customers calling the regional office with technical queries and during any service incidents.

• Provide local knowledge and language support in relation to the progression and resolution of any incidents.

• Assist with the collation and analysis of post incident impact data and the subsequent production of any internal or external reports.

• Work with the TNS Global NOC staff to ensure that local information is centralised and available, including customer and supplier information.

• Be part of the on-call team providing an internal escalation point for TNS technical teams in order to support or incident management out of hours

• Represent the company in a professional manner at all times to both customers and other departments within TNS.

• Maintain solid working relationships and effective communication across the entire Operations and local office teams.

Qualifications

Personal Skills:

• ITIL certified IT Professional; preferably with experience within a networking or telecom/data communication environment.
• Previously worked in a Payments/Financial Markets or Telecoms related field.
• Sound knowledge of Microsoft Office including Project, Excel, PowerPoint.
• Excellent verbal and written communication skills in English and French.
• Able to effectively manage multiple tasks with exceptional planning and organizational skills.
• Ability to work on own initiative as well as being a Team player.
• Customer champion and business focused.
• Flexible approach to working hours.
• Good analytical and problem-solving skills.
• Experience working in a fast-paced stressful environment.
• Good time management skills.
• Strong and consistent attention to detail.

 

DESIRED SKILLS/KNOWLEDGE 

• Extensive industry experience may be accepted in lieu of tertiary qualifications.
• Service Management associated qualifications.
• Project Management Certifications such as Prince2, PMBOK.
• Customer Support and/or Operations background.
• System Experience of Salesforce, Remedy, Workday, SharePoint, MS Office applications, MS Teams.

QUALIFICATIONS

• Bachelor’s Degree within Computer Science/IT/eCommerce or the equivalent experience.

• Certifications such as ITIL or Six Sigma.

ADDITIONAL REQUIREMENTS/INFORMATION (e.g. hours, shift work, travel)

A flexible approach to ensure cover is provided from within the department for holidays and sickness absence, or on occasion during Major Incidents to support customers.

If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.