CUSTOMER CARE MANAGER III

About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications - quickly, securely, and effortlessly. Together, we are building a culture and company from the people up - committed to teamwork, trust and transparency. People power progress.

Were looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Role

Acts as a single point of contact for a group of assigned customer accounts which typically have a medium to large revenue scope or have moderate to high complex product needs. Manages any interactions from the customer order through billing to ensure highest levels of customer satisfaction. Proactively manages the customers service needs to ensure the highest levels of customer satisfaction and that their expectations are met. Promotes revenue growth, retention, and overall customer satisfaction. Serves as the conduit and escalation point for exception problem management of customer troubles and issues in the areas of order entry, order validation, service activation, test and turn-up, customer access group, technical customer account management, disconnects and billing activities.

The Main Responsibilities

• Owns and manages all customer communications or escalations pertaining to new install orders. Manages all aspects of the conversion of sales to revenue for the company. Actively manages all service activation elements of customer orders from order entry through service “turn up.” Communicates order status in a timely manner to customers via conference call, emails and phone calls. Has authority to deviate from defined processes to ensure customer satisfaction and revenue recognition
• Initiates and tracks the timely and accurate moves, adds, changes and disconnects to the customers services based on their requests. Which include but is not limited to reason code collection, reporting and defining approach for proactively working with the customer and sales on disconnect related retention efforts.
• Owns and creates service delivery performance review presentations. Collects and interprets service performance root cause analysis and corrective actions. Delivers project status and presentations to the customers on a weekly or monthly basis depending upon customer requirements, which is delivered via electronic presentations or in person meetings

What We Look For in a Candidate

• At least 5 years related Service Delivery experience in telecommunication, network services and managed services
• Minimum Diploma in Infocomm Technology, Telecommunication or equivalent
• Attention to detail with good organizational capabilities
• Ability to prioritize with good time management skills
• Must have project management experience in planning and organizing data from various sources into concise, relevant information
• Must have keen attention to detail. Must be self-directed, understand the requirements, and take the initiative to complete tasks or assignments with little or no direction
• Experienced in interfacing with internal and external customers towards effective management of a project or customer expectations
• Ability to focus and deliver proactively in a dynamic, multi-tasking, fast-paced environment
• Ability to work effectively in diverse groups
• Demonstrated ability to direct the work of other functional organizations
• Demonstrated ability to influence and collaborate across organizational boundaries
• Excellent interpersonal, verbal and written communication skills
• Strong PC skills in Microsoft Outlook, Word, Excel and PowerPoint
• Must work effectively under pressure; organizing multiple tasks and projects in an ever-changing environment
• Develop documentation to be reported to all levels of management and customers
• Effective problem solving and troubleshooting skills

Compensation

What to Expect Next

Requisition #: 338621

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Equal Employment Opportunities

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.

Information :

• Company : Lumen
• Position : CUSTOMER CARE MANAGER III
• Location : Hong Kong
• Country : HK