CSD Project Manager

The Role

As a CSD Project Manager at euNetworks, your primary responsibility is to interact with customers, providing them with assistance, support and information to address their inquiries, concerns and needs. This role is crucial for maintaining positive customer experiences and fostering customer loyalty.

You will be part of an experienced, fast paced team who work across multiple geographies, maintaining and exceeding the expectations of euNetworks commitment to customer excellence.

What will you be doing?

Interacting with Customers:

• Customer service representatives engage with customers through various channels including phone calls, emails, live chats, and in-person interactions.
• They should be courteous, patient and empathetic while addressing customer inquiries and issues.

Problem-Solving:

• You are a skilled problem solver who identifies and resolves customer complaints understanding how to prioritise and work efficiently. This includes troubleshooting technical issues and providing solutions to ensure customer satisfaction.

Product/Service Knowledge:

• It's essential for customer service representatives to have a deep understanding of the company's products or services. This knowledge enables them to effectively address customer questions and provide accurate information.

Handling Difficult Situations:

• Some customer interactions may be challenging or involve upset or irate customers. Customer service representatives must remain calm, composed, and professional while handling such situations and attempt to turn negative experiences into positive ones.

Providing Support:

• In addition to addressing customer inquiries, representatives may also offer support with account management, order processing, billing and other customer-related tasks.

Further responsibilities

• Testing and deployment of customer orders across the euNetworks product portfolio & network
• Order acceptance and verification of customer orders traversing euNetworks footprint as well as leased third party services including de-activation of service
• Provide customers with exceptional service ensuring regular communication of progress, risks & issues and responding to their needs rapidly
• Manage implementation of customer orders to meet customer expectations and deliver order revenue in line with business commitments
• Manage customer orders to meet or exceed internal metrics, providing regular reporting on order status including risk management and jeopardy resolution
• Ensure complete end to end ownership of each customer order by actively managing all internal and external suppliers, identifying risks and raising appropriate escalations or expedites to mitigate against these risks;
• Order and manage delivery of third party leased capacity.
• Manage and implement all Customer moves, changes and migrations within the network, adhering to any network and change control processes.
• Implement disconnection of cancelled services, communicate disconnection requirements to third party capacity providers and manage disconnection end to end.
• Carry out documentation of Customer services within Inventory System.
• Update Salesforce to reflect latest service updates as well as latest Customer service records.

What do we want from you?

• Telecoms Experience: Significant experience within the telecommunications sector, preferably in a customer facing project management role.
• The ability to multitask: customer service representatives often need to work on multiple tasks simultaneously, such as handling phone calls while responding to live chat messages or managing email inquiries. Excellent multitasking abilities are essential in this role.
• The ability to build relationships with internal stakeholders: Customer service often works closely with other departments such as sales, marketing and technical support, to address customer needs comprehensively
• Good communication skills: Effective communication is key in a customer service delivery role. Representatives should be able to listen actively, convey information clearly and ensure that customers understand the resolutions provided.
• Data Entry and Documentation: Customer interactions and issue resolutions need to be accurately recorded for future reference. Good data entry and documentation skills are necessary to maintain organized records.
• You are someone whose values, work ethic and approach align with our company's inclusive culture.
• Ethical Behaviour: You can demonstrate ethical behaviour, integrity and a commitment to acting in the best interest of the company and its stakeholders.
• You work well in a team environment, communicating effectively and collaborating with colleagues to achieve common goals.
• Adaptability and Flexibility: The ability to adapt to changing circumstances, learn new technologies and be flexible in handling different tasks and responsibilities.
• Problem-Solving and Critical Thinking: demonstrating strong problem-solving and critical thinking skills to analyse situations, identify issues, and propose effective solutions.
• As a creative thinker you bring innovative ideas to the table to stay competitive and find unique solutions to challenges.
• As a proactive person, you take initiative and are self-motivated to contribute beyond your assigned tasks.
• You are driven by achieving results and meeting objectives, recognising that they contribute to the overall success of the organisation.
• A desire for continuous learning: you are passionate about continuously learning and growing in the pursuit of professional development.

If this position is of interest but you don’t think you meet all of the criteria listed, please consider applying still. euNetworks looks to recruit people with the right attitude, potential and ambition and for the right candidate, we will provide further training and support to enable you to develop in the role.

What can we offer you?

We’re a multi-faceted company that has been consistently growing for over 10 years but we remain committed to our company values and hiring people who want to be part of the team and make a contribution.

We invest in our people by offering a range of benefits and development opportunities that are shaped to fit each of the countries we operate in.

Our Family Friendly Policy delivers enhanced and inclusive parental benefits that can viewed here. For more detail on our bonus system, holiday allowance and other leave entitlements contact us directly at recruitment@eunetworks.com

Our Love To Learn initiative delivers focused company wide training sessions across a range of skills, suitable for every role and level. These are complemented by individual training and progression plans. We partner with industry specialists to offer comprehensive mental wellbeing support and training.

We offer early career opportunities including apprenticeships, internships and an established graduate programme.

Please let us know if you have any accessibility requirements or questions to assist you through the selection process and your decision making.

Diversity, Equity and Inclusion

Our company values drive our behaviour and form the basis of how we operate our business, work as a team and as individuals. We respect and trust one another and all of our stakeholders. We embrace diversity and inclusion in all that we do. Building a diverse, equitable and inclusive culture is a priority at euNetworks.

We strive to ensure a welcoming environment, where everyone can provide equally respected input, in a safe place, judgment free. Our employees work together through our ‘You Belong Here’ initiative to deliver meaningful developments and programs for the benefit and inclusion of all.

We are proud to be an equal opportunity employer and seek people looking to build a long and meaningful career at euNetworks. We commit to providing each individual with the support, continued learning and the tools to achieve their goals and an environment in which they can thrive.

What do we do?

As a leading bandwidth infrastructure provider, euNetworks owns and operates deep fibre networks in 17 cities across Europe and also operates a highly differentiated long haul network that spans the region. euNetworks continues to invest in its network, building unique routes, adding multiple diverse paths and extending reach into key hyperscale sites, data clusters and aggregation points. These investments fuel the company’s growth and are driven by the bandwidth demands of its customers.