Customer Service & Managed Service Coordinator at Alfred & Victoria Associates

Role Summary

• Ensures satisfactory delivery of all service requests (Relocation, hardware replacement, Wi-Fi Extension, upgrades). proactively liaise with all internal & external stakeholders and communicate prompt feedbacks in return to ensure all orders are processed on time.
• To increase market share of the company by providing top of line Managed Services and VAS (Value Added Services).
• Ensure visibility and effective packaging of the services in attractive bundles and releasing them in the market.
• Managed services & VAS Categories: UTM, IP Telephony, Hosting, Security, Disaster Recovery, Cloud and Data Backup, Infrastructure and other Value added and professional solutions.
• Managed services companies in Lagos: Iconcepts, BCX, e-Scape Technologies Ltd, Ultima Limited, 3way Communications.

Key Responsibilities

• Manage all service enquiries such as Relocation, hardware replacement, hardware installation, Wi-Fi Extension, and upgrades requests for customers.
• Accurately fill, update & send various service delivery reports to responsible stakeholders.
• Handover achieved tasks.
• Liaise with internal & external stakeholders to ensure all service requests are delivered promptly.
• Documentation, forms and reporting.
• Coordinate all service requests with relevant stakeholders.
• Provide costing and recommendations for customers’ requests.
• Follow up on projects implementations.
• Close deals with clients to ensure product quality is in line with the demand.
• Promote and sell VAS across various business channels.
• Work with the Engineering team to provide solutions to clients.
• Provide commercials to clients
• Work with the engineering team for project implementation
• Work with various OEMs and Distributors to get the best solutions and best pricing

Skills and Qualifications

• Candidates should possess a Bachelor's Degree qualification with 4 - 5 years of work experience.
• Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analysing Information and Multi-tasking
• Proven track record of increasing market share.
• Ability to understand the impact of operational decisions on organizational initiatives.