Customer Service Manager Telecom - English

• Bachelor's / Masters degree or equivalent in related field.
• Good knowledge of: Power Point, Excel, Outlook, Word, Microsoft Teams.

• ITIL V3/v4 certification
• CISCO CSM

• Fluency in English;
• Communication Skills;
• Creativity and innovation;
• Adaptability & Flexibility;
• Vision and Strategy;
• Organizational Awareness;
• Conceptual Thinking and Problem Solving;
• Business Planning and Resource Management;
• Financial & Budgeting Management;

• Conduct Service Management Reviews: In collaboration with key Client stakeholders, establish and maintain service management reviews to ensure Client’s services and performance are aligned with the Customer’s business plans;
• Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions.
• Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract.
• Manage Customer enablement duties such as provider portal overview, training, access requests and ongoing Customer needs
• Manage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted
• Review Key Performance Indicators (KPIs) and provide action plans, when necessary.
• In tandem with Operations and Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively.
• Identify ongoing benefits, opportunities, and innovation for continual service improvement
• Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes
• Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested
• Participate in business meetings and general inputs in day-to-day improvements

• Permanent contract;
• Competitive salary;
• Private health and life insurance from day one in the company;
• Working hours: Monday to Friday 9 AM - 6 PM;
• On-site Work Module;
• Meal allowance on card/voucher.

We bring together the best of technology and our people to supercharge progress.

HCLTech is a global technology company, home to 219,000+ people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.

Our purpose is to bring together the best of technology and our people to supercharge progress. We’re supercharging progress for everyone, everywhere – our clients, partners and their stakeholders, our people, communities, and the planet.

Part of the HCL group, HCLTech was listed on the stock exchanges in India at the turn of the millennium in December 1999. Since our inception, we have pioneered several industry mainstays and established leadership positions in all our chosen segments.

As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

We recognize the impact that a business like ours can deliver in elevating communities globally, and we continue to improve our efforts and take decisive actions that benefit the communities in which we work and live. Through the HCL Foundation, the CSR arm of HCLTech, we have invested more than $130 million in social development efforts serving communities throughout India across education, health, water, sanitation and hygiene, skill development and livelihoods, environment, and disaster risk reduction, response and management.

We’re powered by our people – a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Consolidated revenues as of 12 months ending June 2024 totaled $13.4 billion.

We have been recognized as a Global Top Employer by the Top Employers Institute for the second time in a row for outstanding HR policies and best practices worldwide. We have also been certified as a Top Employer in 26 countries across three regions, Asia Pacific, Europe & Africa and North America. Out of the 26 countries, HCLTech is ranked number one in 15 countries, including Romania.

These accolades re-affirm our commitment to our people by helping them maximize their potential and building an inclusive and progressive workplace that help our employees find their spark. To learn how we can supercharge progress for you, visit https://www.hcltech.com/en-ro/careers