Mobile Customer Service Executive - 6m FTC

Mobile Customer Service Executive - 6 month FTC

Objectives:

A professional service delivery capability is a key requirement for the solutions now sold to eir Business customers. These   solutions have multiple elements including, eir infrastructure, CPE, applications, and third party components. The delivery of these elements must be co-ordinated and then integrated with the customer’s IT systems and business process. 

The nature of the solutions that we now sell to clients requires continuous management from the perspective of managing the service contract, on-going project delivery and continued revenue growth within the solution sets that we deliver. The solutions are more than just technology components – they are underpinned by complex over-arching SLAs combined with the support of a set of professional services to continue to grow the solution and advise the customer on the best way to facilitate their business with eir as a partner. 

Solution focused selling prompts a need for professional client focused desk based customer service management to: 

• Focus on quality and completeness of overall solution 

• Ensure compliance with our contract 

• Evolve the solution to continue to meet client needs 

• Drive Continuous improvement for the customer through a Deming Cycle model 

• Grow the eir business within the client by continuing to provide value through our service and solutions 

• Be proficient in all eir systems and applications 

• Input to Service element on bids 

• Opportunity identification 

• Attend Customer Reviews with Account Manager (3 times a year) 

• Input to Customer Account Plan 

• Develop and generate both standard and customized reporting 

• Assist with rollout of Projects 

• Be comfortable carrying out a range of diverse activities including order handling, customer commissioning, in life management and technical support, both customer facing and back office. 

• Strive to continuously improve operational processes. 

• Promote customer self-support by working with customers’ internal support organisations to develop self-sufficiency. 

Tasks 

• Engage in a professional manner with either eir Business personnel or eir Business customers as and when required (referred to as the customer from here on) 

• Act as a single point of contact for all eir Business service requests from the customer 

• Processing Approved Orders 

• In Life Management 

• Incident Management 

• Technical Support 

• Service reviews 

• Quarterly Reports 

• Service Improvement Plan 

• Provide high level customer service support 

• SLA Management 

• Ongoing management and validation of specific customer Database “Runbooks   

• Maintain a focus on the quality of deliverables to meet SLA objectives both internally and externally for example turnaround time on service requests 

• Generation of reports for customers which may require input from a large number of sources aligned with ensuring the accuracy of such reports 

• Technical Support - acting as 1st and 2nd line for all incidents relating to Mobile. Carrying out initial diagnosis and triage; resolving where possible; back office investigation where required; and escalating when necessary; at all times keeping customer appraised of status and progress. 

• Excellent understanding of mobile network required 

• Act as a mentor to Junior Mobile Support Technicians. 

• Order Handling and Customer Commissioning – responsible for entry of sales orders, any intermediate staging & building of orders, and all activities to get end users up and running and using their mobile service, including on-site activities where appropriate. 

• In Life Management – responsible for managing and fulfilling customer requests relating to their Mobile accounts and subscriptions, including account and subscription administration and billing enquiries and disputes.   

• Creation of repeatable templates to be used for report generation. 

• Review ongoing service levels with customers to ensure that all explicit and implied service level commitments are being met.  This will be done through regular conference calls/on site visits. 

• Directly contribute / assist in revenue growth within a client through ensuring that all tasks are completed in a professional and timely fashion. 

• Maintain a working knowledge of eir strategic objectives and target solution areas 

• Be recognised by the customer as an advisor in the context of the services that we offer and provide– aim to become a trusted advisor for our customers 

• Developing detailed processes to manage all elements of an SLA, liaising with suppliers, managing 3rd party involvement along with managing customer relationships 

• Work to continuously improve the service that we supply to our customers – for example, take learning’s from the service we provide and identify improvements that are communicated to the relevant people within eircom – work to get these improvements adopted and executed to the customers benefit. 

• Ensure billing is correct, service is set up, design implemented and properly managed  

• Manage & facilitate the resolution of billing queries from our customers which will involve interaction with many departments within eir  

• Working with your colleagues to document and enhance all delivered services to ensure a continuous and constant cycle of process improvement  

• Manage all elements of our complex SLA solutions which combine interfacing with relevant parts of eircom and third parties.  

• Build relationships and processes with relevant internal functions to provide an overall integrated support function for the customer as well as external 3rd parties where relevant 

• Liaise with external customers including OLOs and MNOs where necessary 

• Provide guidance for your colleagues ensuring a culture of cooperation is endemic within the team. You may be asked to provide a management/supervisor role within the team. 

• Contribute positively to the overall team culture and vision   

• Manage your own personal development effectively 

• Contribute to the definition of the strategies we will use to achieve our operational day-to-day support needs. 

• Effective time management including allocation of time to appropriate activity to track contract profitability and change control 

• To maximise personal contribution to the eir Business management team: 

  • Contribute to the teamwork within the eir Business Team: 

  • Support other team members in the achievement of their key objective 

  • Act as a role model and ambassador for the eir values 

  • Personally contribute to communication of direction and performance in the business at all levels 

  • Promote knowledge sharing on key issues   

• Role-model a performance management culture – 100% on time completion of objectives & development plans

Key Performance Indicators 

• SLA Metrics 

• Contract Profitability 

• Revenue Assurance 

• Customer satisfaction metrics 

• Drive ISO compliance 

• Percentage and value of bids/proposals that include a mobile   element won, win/loss ratio 

• Percentage of customers commissioned to originally promised   date. 

• Customer satisfaction as measured by post commissioning surveys. 

• Performance against SLA’s for customer request fulfilment. 

• Performance against SLA’s for incident management. 

• Problem Management metrics (i.e. prevention of recurrence). 

• Review of Knowledge Base collateral. 

• Agreed number of customer face to face meetings 

• Performance against Service Reviews 

• Performance against Report Generation 

Experience 

• Qualifications – ITIL Version 3 Desirable 

• Must have good training and experience in PC skills (Word/Excel/PowerPoint/Microsoft Project/Access/Visio) 

• Experience - Min 5 years industry experience 

• Industry Background – Comms/ICT/Consulting/SI 

• Managing external vendors 

• Knowledge of Business core ICT solutions portfolio 

• Knowledge of eircom Operational activities 

• Knowledge of Fixed Line Telecoms technology and infrastructure 

• Minimum 3 years’ experience in Mobile industry, preferably Technical support in a corporate environment. 

• Mobile network expertise – excellent understanding of Mobile networks architecture - RAN, HLR, MSC, GGSN, 2G, 3G, and Lte etc. 

• Mobile devices expertise – excellent knowledge of mobile devices. 

• Networking – experience of other access technologies, for example broadband, Wi-Fi, fixed line desirable. 

• Operating systems – iOS and Windows – ability to trouble shoot software and hardware problems  

Competencies 

• Business Competencies                         

• Results Focus                          

• Customer Focus                      

• Strategic Perspective 

People Competencies 

• Influencing and Winning commitment 

• Oral & Written Communication 

• Interpersonal Skills 

• Teamwork 

Line Manager:

• Service Desk Manager