Client Service Manager – Nigeria at WIOCC Nigeria Limited

The Client Service Manager shall be the voice of the client in the business. He/she will be responsible for building and maintaining strong relationships with clients, ensuring their satisfaction by effectively addressing their needs and collaborating with internal teams to ensure service delivery and assurance whilst ensuring exceptional service and success of WIOCC products and services.  

Key Duties & Responsibilities

• Implement client services, experience & delight strategy. Lead and deliver seamless client experience across all touchpoints within WIOCC, collaborating closely with key account managers to ensure we exceed the committed SLA continually by achieving greater client satisfaction, increased efficiency and profitability
• Maintain strong business relationships with clients and champion client success
• Be the voice of the client in the business by actively listening, to uncover challenges with our services or products and provide feedback to the business regarding client engagement
• Champion and guide clients and internal teams through complex problems, lead in-depth complex issue resolution, tracking key metrics for client satisfaction & retention whilst ensuring cross-functional collaboration with all internal stakeholders
• Perform research and analyses and develop reports on client activity to help managers make informed decisions about business operations 
• Follow and enforce service quality standards and process
• Lead interface with clients on service assurance and service delivery, undertake monthly service reviews, measuring and improving client satisfaction and customer experience  
• Continue to find ways to improve client management and create monthly and quarterly departmental reports to determine whether KPIs are being met  
• Take the lead with escalation management and collaborate with the Supplier Quality Manager to ensure services are restored within the shortest times to minimise client downtime and drive SIPs where necessary  
• Coordinate problem management, SLA, RCA and service improvement plans with relevant internal teams and provide feedback to clients and account managers  

Qualifications & Skills

• Bachelor’s degree in Telecommunications, Engineering, IT or a related field
• Minimum 7 years experience in the telecom industry including experience in service desk or similar fields
• ITIL for Service Management course or equivalent
• Demonstrate excellent active listening and communication skills
• Good personal presentation, politeness, and tact
• Experience in monitoring relevant CRM KPIs (e.g., client satisfaction, churn)
• Knowledge of client service programs and databases (NetSuite desirable)
• Show initiative to “think outside the box” and have a dynamic drive when tacking issues
• Experience working in a multi-cultural environment is key
• Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment

Attributes

• Integrity, honesty with high ethical standards.
• Client focused, relationship builder.
• Boundless, passionate and flexible.
• Personal excellence, accuracy and attention to detail.
• Collaborative, achieve results through teamwork and partnerships.
• Strong analytical skills and ability to collate and interpret data from various sources
• Excellent communication and negotiation skills
• Strategic thinking and foresight
• Interpersonal, networking and influencing skills
• Problem-solving and analytical skills
• Data-driven mindset and an aptitude for technology
• Problem-solving aptitude with an ability to make sound judgement calls
• Superior organisational and time management skills
• Good network diagnostic skills
• Willing to work 24/7 including nights, weekends and public holidays / on-call as required