Customer Relations and Support Manager - Central America

My client is a global telecommunication business - with offices in the UK, Central America, USA, Europe, India and Egypt.

Their main core competency is the provision of services around the commercial aspects of mobile roaming, in particular data and financial clearing.

The Regional Customer Relations Manager - CAM will aim to provide excellent service to customers in the region. The role holder will also take the lead in the implementation & migration of operators from their existing DCHs & FCHs to my client as well as providing customer support on a daily basis. The role will interact with Tier 1 and Tier 2 customers and therefore building relationships based on transparency and trust is an essential part of the role.

Role responsibilities:

5 years minimum experience

Spanish and English speaking

• Build strong and long-term relationship with customers in the region by providing excellent customer support
• Be the first point of contact for customers and lead in migration projects from existing DCH & FCH
• Oversee the implementation of new service for new and existing customers
• Monitor and manage all core operational functions relating to system set-up, monthly processes, reporting management and other customer related inquires
• Provide follow up training for specific elements of IOTRON service to customers
• Log all defects and new requirements in OnTime tool and providing timely update and feedback to customers. Collaborate closely with the supporting operation and product teams in Hong Kong, Europe and India (FC, DC and IOTRON) to ensure contractual and internal KPIs and SLAs are met at all times Report the status on all customers in the region to customer support management team
• Endeavour to resolve all customers queries efficiently and reporting any potential challenges immediately to customer support management team
• Ensure all People Management aspects in regards to individual performance and performance of team members (if any) are adhered to i.e. PP&R, Absence Management etc.
• Identify customers needs / enhancement requests and contribute to product development where relevant according to company process
• Provide weekly / monthly account status report to your Regional Manager where required

• Coordinate day to day support and organisation of regular calls with customers