- 경험
- 5년 이상
- 샐러리
- —
- 채용 공고
- 1
- 게시됨
- 9시간전
- 작업 모드
- 재택근무
- 재개하다
- 신청 시 필수 사항
직무 설명
About the Role
We are seeking an experienced Customer Service Manager to join our team based in Schwartzheide, Germany. Fluency in German at C1 level is mandatory, along with business-level English. This role requires a minimum of five years in customer service management, particularly focusing on LAN, WAN, WLAN, and Unified Communication services.
Key Responsibilities
- Operate within a process-aligned organization covering skill pools such as WAN, LAN, UC, Remote Access.
- Manage ITIL-standard processes including Capacity, Change, Configuration (and standards development), Inventory, Problem Management, Event Management, and Root Cause Analysis.
- Serve as a third-line expert in at least two networking technologies, with good understanding of others.
- Document and execute small-scale projects through all phases, managing risks and estimating costs, timelines, and resources.
- Prepare, maintain, and track realistic project and quality plans, providing regular reports to senior management and clients.
- Monitor project deviations and take corrective actions to ensure successful project delivery within agreed tolerances.
- Manage change control procedures and gain approvals from project sponsors.
- Perform out-of-hours changes if required.
Required Skills and Knowledge
- Strong grasp of networking technologies including TCP/IP, routing, switching, LAN/WAN setups.
- Deep understanding of Unified Communication platforms.
- Experience with ITIL processes and service level management (SLAs).
- Excellent communication, interpersonal, and conflict resolution abilities.
- Leadership skills to guide and motivate technical customer service teams.
- Structured approach to work, adhering to standards, documenting processes, and knowledge sharing.
- Customer-centric mindset, understanding the business impact of service disruptions.
- Strong troubleshooting and problem-solving skills to translate complex technical issues for customers.
- Familiarity with CRM systems, ticketing tools, and network monitoring platforms.
- Technical certifications or practical experience in Cisco environments and Cloud Services considered an advantage.