CSD Project Manager

Social network you want to login/join with:

As a CSD Project Manager at euNetworks, you are part of a highly effective, customer facing, service delivery team, who prioritise a positive customer experience and focus on fostering customer loyalty. The primary responsibility is to interact with customers and provide them with assistance, support, and information to address their inquiries, concerns, and needs.

CSD Project Managers support throughout the service delivery process, managing support functions such as order processing, billing and account assistance. They are responsible for accurately documenting customer interactions and collaborating with departments like sales, marketing, and technical support to ensure customer needs are met efficiently. Their deep product knowledge and teamwork contribute significantly to delivering a seamless and satisfying customer experience.

What will you be doing?

• 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.
• Use your problem solving skills to identify and resolve customer complaints, troubleshoot technical issues, and provide solutions to ensure customer satisfaction.
• 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. Customer interactions and issue resolutions need to be accurately recorded for future reference.
• Update Salesforce to reflect latest service updates as well as latest customer service records.

What do we want from you?

• Significant experience within the telecommunications sector.
• You have a solid understanding of fibre networks and will build on this to develop an in-depth knowledge of euNetworks products and services.
• Extensive experience in a customer facing service delivery role, working to scheduled timelines and SLA’s.
• Excellent multitasking abilities are essential in this role as 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
• Demonstrate strong problem-solving and critical thinking skills to analyse situations, identify issues and propose effective solutions.
• You are empathetic and self-aware with strong interpersonal skills, resulting in strong relationships with your team and a positive work environment.
• You work well in a team environment, communicate effectively and collaborate with colleagues to achieve common goals.
• Excellent verbal and written communication abilities, crucial for engagement with internal and external stakeholders.
• The ability to adapt to changing circumstances, learn new technologies and be flexible in handling different tasks and responsibilities.
• euNetworks values ethical business practices and behavior and you are someone who demonstrates this working with integrity and a commitment to acting in the best interest of the company and its stakeholders.
• You are a creative thinker and bringing innovative ideas to the table to stay competitive and find unique solutions to challenges.
• You are someone who is proactive, takes initiative and is self-motivated to contribute beyond their assigned tasks.
• You are driven by achieving results and meeting objectives, as they contribute to the overall success of the organisation.

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.

#J-18808-Ljbffr