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Client Support Manager Data Clearing
Own end-to-end client service delivery and streamline TAP file exchange processes for assigned accounts
Cairo, Cairo, Egypt
Mid-Level
yesterday
Nextgen Clearing
Provides roaming, clearing, and settlement services that help mobile operators manage international connectivity, billing, and revenue assurance.
1 Similar Job at Nextgen Clearing
Client Support Manager
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
About Nextgen Clearing
Provides roaming, clearing, and settlement services that help mobile operators manage international connectivity, billing, and revenue assurance.