Customer Services Manager

Customer Service Management:

• Oversee daily operations of a customer service team.
• Develop and implement customer service policies and procedures.
• Track key performance indicators (KPIs) such as response times and customer satisfaction.

Technical Support and Communication:

• Work with Tier 1 NOC Engineers to provide Tier 2 and Tier 3 support.
• Responsible for all managed services communication, including monthly customer reports.
• Assist in setting up remote monitoring for customer Managed Services.

Customer and Team Relations:

• Build and maintain strong customer relationships and address inquiries.
• Train and mentor customer service personnel to ensure excellent support.
• Work collaboratively with internal and external teams to improve customer experience.