Client Support Manager Data Clearing

The Client Support Manager is the main contact point for one or several clients either by telephone,

electronically or face to face. He is generally located in the region of the customer and has the overall

responsibility for service delivery to the customer. He tracks all issues with the customer and either resolves

it him/herself or forwards it to other departments of Nextgen DCH, follows up until the issue is resolved and

communicates the resolution to the client. An important part of the roles is the capability of resolving a wide

range of issues without forwarding to other departments, and assuming full ownership of all issues, also after

internal forwarding

Key Responsibilities

Main contact point for all service-related communication with customer either by telephone,

electronically or face to face

Resolving on his/her own or following up on all service issues until resolved

Understanding the requests of clients and “translating” them into the DCH internal

requirements/actions needed to address the issues

Ensure regular and timely update of provisioning data required from the client

Hold a monthly call with the customers to discuss any outstanding issues and provide customer’s

feedback to the head of the DCH

Log all the issues using Nextgen DCH ticketing system

Communicating resolutions to clients and making suggestion on how to resolve issues

Following up on processing and transfer of all files of the assigned clients and making sure that all

files are processed timely

Resolve high percentage of all client requests without forwarding to other DCH department

Requirements

Good verbal and written communication skills in English and preferably one additional language

Active and self-motivated and well-organized personality

Capability to quickly understand commercial roaming procedures and processes around TAP file

exchange

Capability to understand technical standards (TD.57) and IT related procedures, like tariff plans and

the RAP process

Ability to work with a trouble ticketing system ensuring the SLA topics is managed within provided

parameters

Benefits

• Private Health Insurance
• Paid Time Off
• Training & Development