Your mission is to coordinate the delivery of services as agreed upon with selected EBU customers and in line with the Service Level Agreement signed with those customers.
You will be accountable and represent the interests of the customer within Telindus, liaises with all departments and make sure that customers’ requirements are understood and met to the best level of quality.
You will :
play an active role in the answers to RFP’s, specifically identify services that require special attention, additional cost, new implementation
take full responsibility of implementation phase when a new contract is signed (implementation of tailor-made tariffs in billing system, collection of data, activation of tailor-made products at partners premises, training partners, coordination of porting process, delivery of sim cards and handsets, training of end-users, customer telecom tools implementation, Fleet manager training, first billing accuracy check)
compilate Service Delivery books specifying engagement of each department to deliver required services
constantly improve the quality and inter-working of the whole virtual’ service team, including outsourced partners and suppliers to ensure a seamless end-to-end delivery of service to customers
ensure and monitor that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with Service Delivery books
develop and monitor KPIs for each customer
develop reportings about customer events such as complaints, breaks of service level in order to give concise information to Account Managers when visiting the customers
follow up on customers, visit customer to discuss reasons for unsatisfaction / complaints and develop actions plans to improve
provide expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
good analytical skills
team oriented, flexible and problem solving
strong communication skills
taste for initiatives
ability to work in a technical environment
strong educational background (Bac+4 / 5)
5 year experience in project management
experience on telecommunication environment (Fixe and / or mobile)
french & english (both oral and in writing)
luxemburgish and / or german is an advantage
strong Windows office (in particular Excel) knowledge
If at the end of the process your application is successful, you will be asked for a criminal record
Our Offer :
A professional and stimulating working environment in IT & telecom sector . Various career opportunities within the Proximus Group on a national and international level, high-quality training and a rich and acknowledged expertise.
We also offer you an attractive remuneration with many fringe benefits.