Job Description
TSG Customer Interface Manager – Enterprise Customers
Airtel Nigeria – Lagos
Airtel Nigeria – Lagos
About this job
Job description
Interface with the customers
Interface customers on regular basis
Job description
Interface with the customers
Interface customers on regular basis
End to end responsibility of service assurance and customer satisfaction
Monitor Enterprise network performance 24×7 of each customer.
Monitor Enterprise network performance 24×7 of each customer.
Ensure service delivery to enterprise customers as per the agreements
Circulate the performance reports daily to each customer and all internal stake holders.
Monitor network performance of each enterprise customer
The performance report should include at least service up time, usage, throughput, outages, Quality KPIs, etc
Generate daily, weekly and monthly reports of up time, service availability, failures, service degradations and share the same report with the customer.
Ensure that the customer service KPIs are delivered as agreed
The performance report should include at least service up time, usage, throughput, outages, Quality KPIs, etc
Generate daily, weekly and monthly reports of up time, service availability, failures, service degradations and share the same report with the customer.
Ensure that the customer service KPIs are delivered as agreed
Escalate to the right people in case of service degradation
Any service degradation should be immediately escalated to right people for resolution. Also share it with the customer with severity.
Any service degradation should be immediately escalated to right people for resolution. Also share it with the customer with severity.
Study the RCA of service degradation and ensure that the recommendations given in RCA are implemented
Lead and get fully involved in the resolution process in case of service degradation.
Lead and get fully involved in the resolution process in case of service degradation.
Maintain database for each customer & manage it.
Generate spares requirements, initiate actions for procurement of spares and do the management of spares
Study the RCA and implement the recommendations given in the RCA to avoid repeat failure in future
Coordinating technical support from OEMs (i.e. Huawei, Ericsson, Aviat, Cedarview, etc.)
Creating and developing the database of the performance logs. Analysing the logs and generating reports.
Generate spares requirements, initiate actions for procurement of spares and do the management of spares
Study the RCA and implement the recommendations given in the RCA to avoid repeat failure in future
Coordinating technical support from OEMs (i.e. Huawei, Ericsson, Aviat, Cedarview, etc.)
Creating and developing the database of the performance logs. Analysing the logs and generating reports.
Desired Skills and Experience
Educational Qualifications & Functional / Technical Skills
Bachelor of Engineering Degree
Sound knowledge of enterprise network architecture and technologies, service assurance, customer complaint handling and resolving.
Database maintenance, Analytical and Presentation skills
Educational Qualifications & Functional / Technical Skills
Bachelor of Engineering Degree
Sound knowledge of enterprise network architecture and technologies, service assurance, customer complaint handling and resolving.
Database maintenance, Analytical and Presentation skills
Relevant Experience
Minimum 8 years in the similar field
Other Requirements (Behavioural etc.)
Entrepreneurial disposition in decision making and managing resources
Logical decision making abilities
Flexible and dedicated
Ability to manage an outsourcing partner to effectively deliver on SLAs
Impeccable integrity and character
Good communication & presentation skills & Go-getter
Logical decision making abilities
Flexible and dedicated
Ability to manage an outsourcing partner to effectively deliver on SLAs
Impeccable integrity and character
Good communication & presentation skills & Go-getter
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