Responsibilities • Providing timely technical support to customers via various channels such as phone, email, Freshdesk • Communicate timelines with customers while adhering to our service level agreement for issue response/resolution Increase customer happiness and retention by meeting and exceeding customer support service levels. • Maintaining a high level of professionalism and customer service at all times. • 24x7 standby. • Manage and & consultation services on the supported systems as required by the customer. • Ensuring all system
delivery from the team, strengthen and advises customers and the Engineering team on the security systems' maturity and resilience posture for protecting customer s and Phakamo s digital assets. Key Objectives: company's operations from product development to customer service. Keep abreast of new security threats and their effectiveness. Manage security vendors and service partners, ensuring that they meet all contractual to technical requirements in the delivery to customers. Work and Collaborate with the Project Management
with the necessary skills are available to meet customer demand Capacity Planning:
with the Sales and Dev team and customers.
Qualificat
attributes:
articulate the capabilities and value of the company's services at all levels within the Private Sector. The ideal relationships to maintain old business and acquire new customers). Ensure that sales targets are met. Coordinate various teams so that the customer's expectations are met. Upsell the Company's services and solutions. Serve between the Company and their customers. Manage market segments, customer base and industry verticals to business development plan. Manage and identify key customer relationships and pipeline. Utilise the internal
articulate the capabilities and value of the company's services at all levels within the Private Sector. The ideal relationships to maintain old business and acquire new customers). Ensure that sales targets are met. Coordinate various teams so that the customer's expectations are met. Upsell the Company's services and solutions. Serve between the Company and their customers. Manage market segments, customer base and industry verticals to business development plan. Manage and identify key customer relationships and pipeline. Utilise the internal
strategic use of the Customer Relationship Management (CRM) system to enhance customer engagement, sales driving CRM strategy and maximizing the value of customer data within the organization. CRM Strategy and strategies aligned with business goals to drive customer acquisition, retention, and satisfaction Define and customer insights Collaborate with cross-functional teams (Sales, Marketing, Customer Service) to proper configuration, customization, and integration with existing systems Customize CRM workflows, data
solutions aligned with customer needs. · Develop and review Cloud Products and Services roadmaps. · Manage Manage technical customer relationships, focusing on security, cost, performance, reliability, and efficiency demonstrations. · Lead the technical design and build custom solutions. · Provide pre-sales technical support partnerships for complex solutions. · Influence customer cloud strategy and digital transformation. Business understanding of cloud computing products and services. · Experience with Telecom solutions for large
developing delivery strategies · Design and deliver customer service solutions, systems and interactions aligned aligned to Organisational values and service standards that build the brand · Monitor actual project progress resolve issues speedily to enhance effective client service delivery · Design integrated programme plans, identify capability · This is a customer facing role working with internal teams and external customers, working at client delivery of new or enhanced products to achieve customer satisfaction through realization of business benefits
developing delivery strategies · Design and deliver customer service solutions, systems and interactions aligned aligned to Organisational values and service standards that build the brand · Monitor actual project progress resolve issues speedily to enhance effective client service delivery · Design integrated programme plans, identify capability · This is a customer facing role working with internal teams and external customers, working at client delivery of new or enhanced products to achieve customer satisfaction through realization of business benefits