Customer Service Manager
1 day ago
About the Role
Lumen Technologies Australia Pty is seeking a highly skilled Customer Service Manager to join our team. As a key member of our customer-facing team, you will be responsible for providing exceptional customer service and support to our clients.
Main Responsibilities
- Act as the single point of contact for multiple customer accounts, providing highly skilled customer care support and managing customer service needs to ensure the highest levels of customer satisfaction.
- Proactively manage customer service requests, complaints, and issues, and take ownership of resolving customer concerns in a timely and effective manner.
- Coordinate the research and resolution of customer troubles and issues in areas such as order entry, order validation, service activation, test and turn-up, customer access group, technical customer account management, disconnects, and billing activities.
- Communicate order status to customers via phone calls, emails, and other communication channels.
- Assist with escalations pertaining to new customer installs or disconnects, providing customer order status and related issues, and driving timely resolution on behalf of the customer.
- Initiate and track the timely and accurate moves, adds, changes, and disconnects to customers' services based on their requests.
Requirements
- Associates degree or equivalent education and experience.
- 5+ years of related experience or equivalent.
- Office sits 5 to 7 hours per day; bend, reach, stoop, and crouch; lift 10 lbs.
- Must demonstrate project management experience in planning and organizing data from various sources into concise, relevant information.
- Must have keen attention to detail and be self-directed, understanding the requirements and taking 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.
- 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.
- Team player with a great passion to succeed.
- Must work effectively under pressure, organizing multiple tasks and projects in an ever-changing environment.
Preferred Qualifications
- Bachelor's degree in Telecommunications.
- Attention to detail with good organizational capabilities.
- Ability to prioritize with good time management skills.
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