Main Purpose
Service Manager (SM) is a customer facing function in the Service Management division. The SM is the single point of contact for customer services throughout the customer service value chain
Ensure optimal delivery of services with minimum disruption to customers while maintaining full accountability for customer problems, escalations, performance reporting, trend analysis, root cause analysis, and SLA metrics and management. Ensure that there is internal accountability for solutions/products sold to customers with regards to performance metrics. Continuous engagement with stakeholders to set service delivery metrics and customer experience improvement plans. Create and implement strategies in collaboration with internal stakeholders to achieve continual service improvement
ACCOUNTABILITIES & RESPONSIBILITIES
NPS Improvement