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Automatically translated from French. View the original offer
As part of our expansion, we are looking for a Customer Relationship Manager specialized in the field of telephony and networks to strengthen our team at Help On Call Madagascar. As a Customer Relationship Manager – Telephony & Networks, you will play an essential role in our technical support team. Your working hours will range from 09:30 to 19:00 and from 10:30 to 20:00, providing flexibility to meet the needs of our customers.
Support customer requests by phone, email and other communication channels. Identify and analyze the needs and problems faced by customers. Ensure first-level diagnosis of incidents related to telephony, Internet and network equipment. Accompany customers in the use and troubleshooting of their services. Create, track and update incident tickets and customer requests. Ensure the revivals with the various technical services and partners. Ensure rigorous follow-up of files until they are resolved. Inform customers regularly about the progress of their request. Comply with procedures, service commitments and quality indicators.
Minimum 2 years of experience in a customer relationship position, ideally in the telecommunications, telephony or network sector. Good knowledge of telecom and network environments. Knowledge of FTTH/fiber optics, VoIP, routers, ONT/box and IP networks would be a real asset. Good analytical and diagnostic capacity. Excellent relationship and customer service. Very good oral and written communication. Ability to handle complex situations or dissatisfied customers with professionalism. Organization, rigor and autonomy. Team spirit and ability to work in a dynamic environment. HELP ON CALL LTD recruits: Customer Relationship Manager – Telephony & Networks, CDI, Antananarivo, Madagascar. Expected profile: 2 years minimum experience. Duties Support customer requests by phone, email and other communication channels. Identify and analyze the needs and problems faced by customers. Ensure first-level diagnosis of incidents related to telephony, Internet and network equipment. Accompany customers in the use and troubleshooting of their services. Create, track and update incident tickets and customer requests. Ensure the revivals with the various technical services and partners. Ensure rigorous follow-up of files until they are resolved. Inform customers regularly about the progress of their request. Comply with procedures, service commitments and quality indicators. Candidate profile Minimum 2 years of experience in a customer relationship position, ideally in the telecommunications, telephony or network sector. Good knowledge of telecom and network environments. Knowledge of FTTH/fiber optics, VoIP, routers, ONT/box and IP networks would be a real asset. Good analytical and diagnostic capacity. Excellent relationship and customer service. Very good oral and written communication. Ability to handle complex situations or dissatisfied customers with professionalism. Organization, rigor and autonomy. Team spirit and ability to work in a dynamic environment.
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