As an industry leader and Software-as-a-Service provider our mission at 8x8, Inc. (NYSE:EGHT) is to transform the future of business communications. The 8x8 Open Communications Platform (TM) uniquely brings together Voice, Video, Collaboration, Contact Center, and enterprise-class API solutions, helping businesses across the globe transform their customer and employee experience, and empowering workforces worldwide to work smarter.
For additional information, visit , or follow 8x8 on , , and .
We are looking for a details oriented Service Manager to handle customer service interactions, reports, technical communication and service review. Reporting directly to the Head of Customer Support & Operations, you will be the go-to person for customer queries & escalations, providing the highest level of customer service, developing lasting customer relationship while managing the interaction with the technical supports team and different team members cross
be successful in this role, you should provide a strong customer facing attitude as well as excellent technical skills in the telecom industry. You should also have the ability to develop and maintain a strong relationship with our customers and providers.
Main Responsibilities
Handling customer complaints or concerns quickly and professionally to maintain good customer relationship.
Run weekly and monthly service reviews with our top customers and operation team.
Monitoring and manage service improvement plan to ensure good customer satisfaction
Be the main customer point of contact during incidents, and able to manage various tasks and team to successfully manage customer expectation during outages.
Keep track of incidents and customer escalation to put in place improvement plan with the right technical team (Operation, Customer Support or Engineering)
Develop procedures and policies in cooperation with technical teams to improve service quality
Responsible for the customer communication prior, during and after outage (Outage notification, RCA)
Work closely with product and engineering team to provide technical and product information to our customers
Act as a mentor and provide guidance to customer service team members for customer communication
Desired Skills and Experience
More than 2 years' experience as a Service Manager or Incident Manager.
Strong technical background (Cloud AWS and Telecom, network)
Must be an excellent communicator and speaker, both, in written interactions and face to face customer service interaction
Service Level Agreement (SLA) knowledge to guarantee proper and professional support.
Knowledge in SQL queries, SMS technology, HTTP, API, SMPP and telco exposure
Ability to work under pressure and make real time decisions.
Strong knowledge in customer presentation and reporting (Power BI)
Qualifications·
A Computer Science degree, or equivalent experience·
Written and verbal fluency in English is required and any additional south east Asia language will be an advantage
8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
For 8x8 jobs located in the US: 8x8 participates in the .
View the Participant Poster in | .
View the Right to Work Poster in | .
We also provide reasonable accommodation to individuals with disabilities in accordance with applicable laws. or email us at (Include "Reasonable Accommodation" in the subject line)
For European Job Applicants our Job Applicant Privacy Notice can be found .
8x8
For additional information, visit , or follow 8x8 on , , and .
We are looking for a details oriented Service Manager to handle customer service interactions, reports, technical communication and service review. Reporting directly to the Head of Customer Support & Operations, you will be the go-to person for customer queries & escalations, providing the highest level of customer service, developing lasting customer relationship while managing the interaction with the technical supports team and different team members cross
be successful in this role, you should provide a strong customer facing attitude as well as excellent technical skills in the telecom industry. You should also have the ability to develop and maintain a strong relationship with our customers and providers.
Main Responsibilities
Handling customer complaints or concerns quickly and professionally to maintain good customer relationship.
Run weekly and monthly service reviews with our top customers and operation team.
Monitoring and manage service improvement plan to ensure good customer satisfaction
Be the main customer point of contact during incidents, and able to manage various tasks and team to successfully manage customer expectation during outages.
Keep track of incidents and customer escalation to put in place improvement plan with the right technical team (Operation, Customer Support or Engineering)
Develop procedures and policies in cooperation with technical teams to improve service quality
Responsible for the customer communication prior, during and after outage (Outage notification, RCA)
Work closely with product and engineering team to provide technical and product information to our customers
Act as a mentor and provide guidance to customer service team members for customer communication
Desired Skills and Experience
More than 2 years' experience as a Service Manager or Incident Manager.
Strong technical background (Cloud AWS and Telecom, network)
Must be an excellent communicator and speaker, both, in written interactions and face to face customer service interaction
Service Level Agreement (SLA) knowledge to guarantee proper and professional support.
Knowledge in SQL queries, SMS technology, HTTP, API, SMPP and telco exposure
Ability to work under pressure and make real time decisions.
Strong knowledge in customer presentation and reporting (Power BI)
Qualifications·
A Computer Science degree, or equivalent experience·
Written and verbal fluency in English is required and any additional south east Asia language will be an advantage
8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
For 8x8 jobs located in the US: 8x8 participates in the .
View the Participant Poster in | .
View the Right to Work Poster in | .
We also provide reasonable accommodation to individuals with disabilities in accordance with applicable laws. or email us at (Include "Reasonable Accommodation" in the subject line)
For European Job Applicants our Job Applicant Privacy Notice can be found .
8x8
Other Info
Cebu
Permanent
Full-time
Permanent
Full-time
Submit profile
8x8
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