Korean Customer Service Manager
2 weeks ago
**About the role**:
**Key Tasks and Responsibilities**:
- **Responsible for generating & presenting monthly customer reports including **measurements against Customer SLAs on Quality, Change, Capacity, VPN audits and Performance of the service**
- **Provide IP expert support and own customer VPN change management including: m**anaged router configuration, activation and acceptance testing for on-going change management**
- **Manage End-to-End testing of VPN implemented services with the Customer and internal entities.**
- **Effective liaison with customers and working in conjunction with field operations, engineering, Project, Service & Account team staff is required.**
- **Properly document all VPN designs and make them available to Operational entities**.
- **To analyse the operation of corporate network and to report on quality of service, to submit and manage correction or improvement plans as and when necessary.**
- **Account for compliance with Service Levels Agreements (SLA) to the customer**
- **Responsible to establish VPN Network Planning Sessions with the Customer and Account team, as required.**
- **To assist in Contract negotiation in parallel with Account Manager/Director where applicable.**
- **To identify Customer needs and position Service Management offering with Customers in order to meet or exceed revenue and gross margin targets.**
- **To lead Technical Customer & Partner meetings in conjunction with Service & Account Team staff regularly.**
- **To manage failures and planned maintenance in order to minimize the impact on operational services on customers.**
- **To monitor and evaluate usage and traffic management services by production of reports documenting the network service levels compared to the contractual SLA, checking the appropriateness of the services subscribed and their usage, and doing trends analysis.**
- **To be involved in the process of validating monthly customer billing**
**About you**:
Language Skills: Speaking and write in English and Korean is a must
Technical Skills: Good knowledge of Network / Voice integration solutions and technologies and able to explain how voice and network works
To customers and too the operations aspects.
Soft Skills: good communication, negotiation, presentation, organization skills
Can work independently, shows initiative and proactivity
Can work well under pressure and can handle escalations calmly and competently.
**Additional information**:
Degree level or equivalent (Business or Science Degree); ITIL certification
Customer Service and Project Management experience
At least 4+ yrs of work experience in customer-facing organizations within the telecom or IT industry
Virtual team management experience good level of practiced technical knowledge
**Department**:
Customer Services & Operations
**Contract**:
Regular
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