Customer Service/ Managed Services Coordinator at Willers Solutions

Responsibilities: 

• Manage all service inquiries such as Relocation, hardware replacement, hardware installation, Wi-Fi Extension, and upgrade requests for customers.
• Check Graph Usage (PRTG-Procera) and share recommendations
• Coordinate all service requests with relevant stakeholders.
• Provide costing and recommendations for customers’ requests.
• Follow up on project implementations.
• 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.
• 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 
• Follow up in payments with clients on the closes deals
• Interface with Accounting department for raising Purchase orders and invoicing.
• Provide weekly, monthly and annual revenue report.
• Identify and inform about the technical support required for the services being implemented.

Requirements 

• Minimum of 3-5years of experience in the same ISP environment 
• Customer Service, Product Knowledge, Quality Focus, problem-solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analysing Information and Multi-tasking 
• Ability to understand the impact of operational decisions on organizational initiatives. 
• Smart, proactive thinking and solution-centered approach.
• Proven track record of increasing market share.
• Ability to establish solid relations across Vendors, Operators, 3rd parties etc