Customer service Manager, Blackberry Care
BlackBerry – Lagos
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About this job
Job description
This
is an exciting time, be part of something special, come join the Customer
Service team here at BlackBerry!
At
BlackBerry we are absolutely committed to providing secure, innovative
solutions to our customers, giving them the peace of mind they deserve, that's
why the world's leading businesses including all G7 governments, 16 of the G20
governments, 10 out of 10 largest global enterprises, and 87% of Fortune 500
companies are secure with BlackBerry. To build on our industry leading
position we are looking to hire a Customer Service Manager to support the team
in Nigeria.
The
Customer Service Manager (CSM) is responsible for customer support and
aftersales activities in support of our Carriers and Distribution partners. In
addition you will act as the interface and principal contact for a group of
carriers/partners and become an advocate for their business needs in a
professional and efficient manner.
Desired Skills and Experience
Responsibilities
include:
·
Collaborating with Carrier
organizations and RIM teams to prepare for new product and service launches
·
Reviewing previous Carrier launches
to identify areas of improvement and factors for success in order to improve
future launches
·
Helping to reduce support costs
and increase customer satisfaction by working with the Carrier to understand
and eliminate call drivers
·
Track, monitor, and report the
results of incidents escalated to RIM, as well as help with the reporting needs
of Carrier organization
·
Working with problem management and
other internal groups to ensure acceptable resolutions are in place in a timely
manner
·
Key Performance Indicators: Partner
and end customer satisfaction; conformance to agreed metrics for CSO
operational processes; achievement of targets for assigned projects.
About this company
We are BlackBerry, a global mobile
communications leader who revolutionized the industry with its introduction in
1999. Today, BlackBerry’s products and services, from messaging to enterprise
mobility, are relied on by millions of individuals every day to securely and
efficiently connect them to the content and people that matter most. At
BlackBerry our instinct for innovation is relentless, so as we continue to push
the boundaries of mobile experiences, we continue to drive the talent, passion
and creativity of our employees.
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