Senior Specialist, Customer Experience at IHS Towers

Job Purpose

Manage and deliver the user experience for assigned co-locating customers. 

Responsibilities

• Own and manage the assigned customer interface, ensuring consistency and continuous improvement in service standards. 
• Serve as the single point of escalation on technical issues between the Operations team and assigned customers. 
• Focus on closing service gaps identified by the Customer Experience team, assigned Key Account Manager (KAM), and/ or customers. 
• Work with the Performance team within NOC to improve data integrity and reconciliation, as well as minimize disputes between the company and customers/ third-party stakeholders. 
• Manage customer incidents and problems, tracking and driving resolution of issues reported by customers. 
• Check the customer’s pulse via contact to ascertain service standards and satisfaction levels are being achieved. 
• Support the customer engagement process by educating assigned KAMs on technical realities, to develop work plans and timelines to address customer issues or opportunities. 
• Continuously research and propose innovative ways to improve service quality to both internal and external customers. 
• Perform other tasks and duties as assigned by the Principal Specialist, Customer Experience. 

Qualifications

• Bachelor’s degree in Telecommunications Engineering. 
• +7-10 years’ cognate experience in telecoms operations & maintenance.