Key responsibilities:<\/p>\n
Customer Satisfaction<\/p>\n
\tProactively communicate any service related issues with partner clients
\n\tEnsure proactive service monitoring of all client services and identify upsell or cross sell opportunities to improve client experience
\n\tResolve service problems by clarifying the customer\u2019s complaint, determining the cause, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution
\n\tManage, escalate, and drive satisfactory resolution of customers\u2019 technical support, service, and infrastructure issues related to Internet Solutions services and technology
\n\tIdentify, assess, and communicate clients\u2019 needs to enhance satisfaction levels
\n\tEnsure 95% resolution of all customer issues for all SRs, with acknowledgment within 15 minutes
\n\tEnsure 90% of all incidents reported by customers are resolved within 3 hours and proactively managed<\/p>\n
Client Experience & Retention<\/p>\n
\tProvide day to day reports, identify risks for allocated clients, and assist other departments in resolving customer issues to support retention
\n\tRecommend potential services by collecting customer information and analyzing customer needs
\n\tIdentify sales opportunities and upsell or cross sell IS products by proactively scoping technical solutions that address customer requirements and optimize value
\n\tWork closely with retention teams (Solution Architects, Client Success Managers, Project Managers) to enhance client experience across all touchpoints
\n\tBuild and maintain strong relationships and trust with new and existing accounts
\n\tApply strong business acumen supported by advanced industry and technical knowledge to derive maximum value<\/p>\n
Service Improvement<\/p>\n
\tPrepare, recommend, and implement service improvement initiatives for the client portfolio
\n\tEnhance client retention through quarterly Strategic Client Meetings for assigned accounts
\n\tIdentify, evaluate, and recommend improvement options, implementing them when required
\n\tDocument minutes of client meetings, outline resolution plans, and provide feedback to clients
\n\tAttend all internal partner service review meetings
\n\tImprove client solutions, document client setups, and deliver quality reporting
\n\tOrganize technical discussion meetings to share technology trends and explore ways to optimize and improve services<\/p>\n
QUALIFICATIONS, SKILLS AND EXPERIENCE<\/p>\n
\tDegree in Information Technology, Information Systems, Computer Sciences, Telecommunication, or a related discipline
\n\tAdvanced certification in Cisco, Microsoft Applications, Security, and Voice Solutions
\n\tPractical experience with large enterprise solutions such as SD\u2011WAN, MPLS, Network Security, Cisco, VC, and VOIP
\n\t3\u20134 years of experience in the IT industry, specifically in network infrastructure support and maintenance
\n\tCustomer service skills and training with strong oral and written communication abilities
\n\tExcellent organizational skills<\/p>\n
To thrive in this role, you need to have:<\/p>\n
\tSelf\u2011driven and result\u2011oriented
\n\tStrong customer support and client\u2011relationship skills
\n\tEffective verbal and written communication skills
\n\tStrong focus on building internal and external relationships
\n\tWillingness to learn new things and share knowledge
\n\tTeam player
\n\tConfident and decisive
\n\tStrong problem\u2011solving and analytical skills<\/p>\n
Apply Through:<\/p>\n
careers.services.global.ntt<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/careers.services.global.ntt","_company_name":"NTT Ltd","_company_website":"http:\/\/hello.global.ntt\/","_company_tagline":"NTT Ltd. is a leading, global technology services company. In a constantly evolving world, technology doesn't stand still. And nor do we. Every wave of change is an opportunity to transform your business today, so you can reshape the outcomes of tomorrow. As a global technology services provi... read moreder, we help our people, clients, and communities do great things with technology to enable a more secure and connected future. First, we make it our mission to understand your organization and help you identify new opportunities. We're always listening, we're in tune with the market, and we understand the industries you operate in. Then we partner with you for success. We work with organizations around the world to shape and achieve outcomes through intelligent technology solutions. For us, intelligent means data driven, connected, digital, and secure. Through our full range of unparalleled capabilities, we empower your people, strategy, operations, and technology, while our platforms provide a single view across your environment. This gives you better insight to make the right decisions at the right time, and achieve your business modernization and transformation goals.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[768,693,700,1301],"job-types":[1166],"class_list":["post-96022","job_listing","type-job_listing","status-publish","hentry","job_listing_region-nairobi","job-type-full-time-hybrid"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/96022","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=96022"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=96022"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=96022"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=96022"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}