Telecommunications Customer Service Manager

Salary: Experience Based

Hours: 38.5 Full Time Hours 

Location: Geelong

We are seeking a highly skilled and experienced Customer Service Manager to oversee our telecommunications service department. The ideal candidate will be responsible for managing all aspects of service delivery, ensuring exceptional customer satisfaction, and driving continuous improvement initiatives. The Service Manager will lead a team of technicians and support staff, collaborate with internal departments, and work closely with external partners to deliver high-quality telecommunications services.

1. Oversee the day-to-day operations of the telecommunications service department, ensuring efficient service delivery and adherence to service level agreements (SLAs).

2. Lead, mentor, and coach a team of technicians and support staff to deliver exceptional Customer Service and technical support.

3. Develop and implement service policies, procedures, and standards to optimize service delivery and enhance customer satisfaction.

4. Manage and prioritize service requests, incidents, and escalations, ensuring timely resolution and effective communication with customers.

5. Collaborate with cross-functional teams, including sales, engineering, and operations, to address customer needs, resolve issues, and drive service improvement initiatives.

6. Monitor service performance metrics, analyze trends, and identify areas for improvement to enhance service quality and operational efficiency.

7. Develop and maintain strong relationships with key customers, vendors, and partners to ensure alignment of service delivery with customer requirements and business objectives.

8. Coordinate with external vendors and contractors to support service delivery activities, including equipment installation, maintenance, and repairs.

9. Conduct regular service reviews with customers to gather feedback, address concerns, and identify opportunities for service enhancements.

10. Stay informed about industry trends, emerging technologies, and best practices in telecommunications service management, and recommend innovative solutions to enhance service offerings.

1. Degree in telecommunications, information technology, or a related field. Master's degree preferred.

2. Proven experience (5+ years) in an ITIL/ITSM based telecommunications service management role, with a track record of success in leading service teams and delivering high-quality Customer Service.

3. Strong technical knowledge of telecommunications systems, networks, and technologies, including voice, data, and wireless services.

4. Excellent leadership and management skills, with the ability to inspire and motivate teams to achieve performance goals and exceed customer expectations.

5. Exceptional communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders at all levels.

6. Solid analytical and problem-solving abilities, with a strategic mindset and a focus on continuous improvement.

7. Demonstrated ability to manage multiple priorities in a fast-paced environment and adapt to changing business needs.

8. Proficiency in using service management tools and systems to track, monitor, and report on service performance metrics.

9. Strong customer focus, with a passion for delivering exceptional service and building long-term customer relationships.

10. Relevant certifications (e.g., ITIL, PMP,) preferred.

11.  Must have rights to work in Australia

• Competitive salary package.
• An opportunity to be a part of a dynamic and growing team.
• Opportunities for career advancement.
• A large and established client base providing variety of project opportunities.