Project Manager (IT Network Solution, Contact center)
About this position
Responsibilities
• Manage and successfully guide a team of support engineers, senior system engineers and customer service staff
• Supervise and ensure excellence of all services provided at optimized resource coordination
• Regularly conduct staff training and closely supervise the individual progress
• Ensure delivery of 100% reliable and professional preventative IT support and related services
• Develop efficient operational plans for optimization of all customer service processes
• Conduct pre-sales support to the sales team and technical support and advice to clients
• Ensure highest level of customer satisfaction and retention
• Manage and coordinate IT Infrastructure projects with highest level of expertise and customer service orientation
• Closely supervise contractors and monitor customer satisfaction
• Handle customer complaints and major issues successfully
• Investigate and solve complex problems
• Establish and maintain close client relationships by competent consulting and proactive and reliable handling of all customer inquiries
Requirements
• Bachelor’s Degree or higher in Computer science / Computer Engineering / Telecommunication Engineering/Information Technology
• Customer Service Management Experience of at least 3 years in IT Infrastructure, IT Maintenance & Support Services
• Ability to professionally interact with international clients of various nationalities
• Highest level of Customer Service Orientation
• Proactive thinking, excellent planning and coordination skills
• Ability to build trust among all clients through professional expertise and reliable, high quality service
• Enjoy working in an international, intercultural environment that encourages learning & growth
• Strong leadership skills, ability to motivate and develop the service team with excellent interpersonal skills
• Strong project and time management skills
• Experience contact center environment and data infrastructure is an advantage