Junior Executive SME Telephone Account Management

DU

Key Accountabilities:

• Service Level Management
  
  • Manage customer service enquiries as per agreed service levels.
  • Orchestrate the service across the cross-functional service teams and partners to drive performance and
  • delivery of du service commitments.
  • Analyze SLAs and highlight risks & gaps.
• Fulfillment Management
  
  • Ensure fulfillment of service commitments through contract lifetime.
  • Work closely with internal teams to ensure all services are fulfilled and information are fed back to the
  • customer.
  • Maintain and track database contains customer information.
• Billing Management
  
  • Perform periodic bill reviews.
  • Manage billing in accordance with customer contract.
  • Collaborate with other resources as needed to address any billing issues.
• Service Portfolio Management
  
  • Assess, clarify, and validate customer business needs and drive continuous improvement of the end to end
  • service, including infrastructure upgrades for capacity or security for more cost-effective service provision.
  • Support the Account Manager in identifying new opportunities.
  • Perform service reviews on a monthly basis with accounts responsible.
  • Business Relationship Management
  • Maintain relationship and act as trusted advisor to customer and maintain data & information relevant to the
  • account.
  • Manage the contact matrix ensuring that all potential points of contacts are being served appropriately.
• Incident Management
  
  • Own customer complaints and issues end to end and ensure resolution of the same and provide root cause
  • analysis.
  • Allocate a priority level to any unplanned interruption to a service or reduction in the quality of service.
  • Troubleshoot, investigate and coordinate the incident and ensure it is assigned to the appropriate resolver
  • groups.
  • Monitor and track the incident until restoration of service and ensure service levels are met.

Skills:

• du enterprise Mobile/Fixed Products and Services Knowledge
• du System Knowledge
• Excellent Communication skill
• excellent knowledge of Microsoft tools
• Analytical Thinking skills
• Attention to details
• Reporting and Data Analysis skills
• Problem Solving Skills
• ability to work well under pressure
• organizational and planning skills to develop customer experience
• good personal presentation, especially when meeting with customers
• Highly results-driven and self-motivated team player
• very high email response rate
• able to be connected 24/7
• Understanding of business proactively approach