Junior Customer Service Manager

DCG is a modern technology company, gathering in its ranks IT related professionals. Due to the continuous development and the large number of recruitment projects that we carry out for our Partners, we are looking for a person for the position of a Junior Customer Service Manager.

Responsibilities:

Your role will involve supporting tasks such as:

• Overall accountability for the quality of the provided services
• Being customer’s point of contact for all services’ related issues, with the exception of incident management, where CSM will act only as escalation point
• Identyfication of existing customer needs, and opportunities to grow customer’s relationship with company
• Work with the account team to upsell service management and/or other products and services
• Informing in advance customer of any scheduled service outage initiated by company
• Handling the change requests, do the tracking of change implementation and do the reporting about the change
• Responsibility for data integrity of customer information in all systems/tools. If errors are found, those should be corrected, by opening a Data Integrity Help Desk ticket

You will learn how to:

• Prepare and run service review meetings with the customer on a regular basis and issues minutes
•  Manage and coordinate Service Improvement Plan (SIP) by providing assistance in handling issues, from the root cause analysis to action plan implementation
•  Prepare the monthly customer report 
•  Provide performance analysis and trending
•  Provide capacity analysis, forecast and recommendations
•  Review any internal incident root cause analysis (RCA) applicable to the customer, assess the impact and generate a customer facing RCA

Requirements:

• Knowledge of technical Skills: good knowledge of Network, IT Services, Mobility, Voice and/or integration solutions and technologies
• Soft Skills: good communication, negotiation, presentation, organization skills
• Candidate can work independently, shows initiative and proactivity
• Language Skills: English (if not mother tongue, fluent written and verbal)
• Customer Service and Project Management Experience
• At least 1-3 years of work experience in customer-facing organizations within the telecom or IT industry
• Virtual team management experience

Offer:

• Private medical care
• Co-financing for the sport card
• Training & learning opportunities
• Constant support of dedicated consultant
• Team-building events organized by DCG
• Employee referral program

Hybrid work: 2x per week in the office in Krakow