The Client Support Manager is the main contact point for one or several clients either by telephone,
electronically or face to face. He is generally located in the region of the customer and has the overall
responsibility for service delivery to the customer. He tracks all issues with the customer and either resolves
it him/herself or forwards it to other departments of Nextgen DCH, follows up until the issue is resolved and
communicates the resolution to the client. An important part of the roles is the capability of resolving a wide
range of issues without forwarding to other departments, and assuming full ownership of all issues, also after
internal forwarding
Key Responsibilities
Main contact point for all service-related communication with customer either by telephone,
electronically or face to face
Resolving on his/her own or following up on all service issues until resolved
Understanding the requests of clients and “translating” them into the DCH internal
requirements/actions needed to address the issues
Ensure regular and timely update of provisioning data required from the client
Hold a monthly call with the customers to discuss any outstanding issues and provide customer’s
feedback to the head of the DCH
Log all the issues using Nextgen DCH ticketing system
Communicating resolutions to clients and making suggestion on how to resolve issues
Following up on processing and transfer of all files of the assigned clients and making sure that all
files are processed timely
Resolve high percentage of all client requests without forwarding to other DCH department
Requirements
Good verbal and written communication skills in English and preferably one additional language
Active and self-motivated and well-organized personality
Capability to quickly understand commercial roaming procedures and processes around TAP file
exchange
Capability to understand technical standards (TD.57) and IT related procedures, like tariff plans and
the RAP process
Ability to work with a trouble ticketing system ensuring the SLA topics is managed within provided
parameters
Benefits
Nextgen Clearing is the fastest growing Clearing House in a truly global market. Operating across 13 countries and employing over 250 talented people in five regional hubs, the company now proudly serves more than 160 customers in 55 countries, clearing and settling an average £88m of payables and £54m of receivables every single month. We have grown quickly with a significant market share achieved in less than seven years and a series of ground-breaking products. The company was the first to be able to identify machine-to-machine traffic in the network thus permitting Operators to develop entirely new streams of revenue. Nextgen’s board and global leadership team is made up of innovators who have dedicated their careers to building successful technology companies, bringing products to market, and delivering value to investors. Our aim is to be a force for good in the mobile industry by creating technology that does what humans cannot, making Nextgen an exciting place for anyone who wants to work in an environment where innovation meets cutting edge technologies such as 5G. Our mission is to continue to strengthen our position in the market and to become the leading provider of clearing and settlement services to Operators (MNOs and MVNOs), distributors and resellers worldwide, meeting all of their requirements through the right mix of services and software for both domestic and international markets.
Please mention you found this job on AI Jobs. It helps us get more startups to hire on our site. Thanks and good luck!
Understand the required skills and qualifications, anticipate the questions you may be asked, and study well-prepared answers using our sample responses.
Customer Service Q&A's