||・Quality of service and customer satisfaction for all implemented in-sourced and outsourced services and solutions for assigned customers.
・To be the customer’s primary point of contact for all service related issues, with the exception of incident management, where the CSM in case of major incidents will act as a service escalation point.
・Proactively analyze and identify existing customer needs and opportunities to grow the customer relationship, working with the account team to up-sell service management and other products and services.
・Prepare and manage service review meetings with customers on a regular basis and record meeting minutes.
・Prepare monthly customer SLA compliance and related reports.
・Create and manage service improvement plans and drive those to conc
||・ Customer service management experience
・ 2-3 years of customer facing experience in the telecom or IT industry
・ Practical knowledge network and IT services
・ Able to work calmly under pressure, and make timely decisions proactively and independently
・ Good analytical skills
・ Languages: Business level (fluent speaking, reading, writing) for both English and Japanese
・ ITIL certification
・ Excellent communication, negotiation, presentation and organization skills