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Customer Service Manager - ON SITE in Monterrey

  • On-site
    • Monterrey, Nuevo León, Mexico
  • Operational Recruitment

Job description

Important IT company At the Latin American level, growth requires:

Customer Service Manager 

Customer Service Manager responsible for managing customer-facing IT/Telecom services, ensuring service quality, customer satisfaction, operational performance, and effective coordination across technical and virtual teams. 

Required Experience;

  • 5+ years of experience in Customer Service / Service Management (RUN) within the Telecom or IT industry. 

  • Proven experience managing customer-facing relationships, service performance, escalations, and operational governance. 

  • Experience leading virtual/multidisciplinary teams in dynamic and customer-driven environments. 

  • Strong communication, stakeholder management, and problem-solving skills. 

Technical Knowledge; 

  • Solid technical understanding of Connectivity, Voice, Cloud and SD-WAN services. 

  • Knowledge of Microsoft Teams and enterprise communication solutions. 

  • Experience working with or managing environments involving Cisco and Fortinet technologies. 

  • Ability to understand technical issues, coordinate technical teams, assess impacts, and communicate solutions effectively to customers. 

Key Responsibilities;

  • Manage the customer relationship and act as the primary service management point of contact. 

  • Ensure operational performance, SLA compliance, incident/escalation management, and continuous service improvement. 

  • Coordinate technical teams during the Cisco-to-Fortinet migration project, ensuring service continuity and effective communication with the customer. 

  • Drive governance, status reporting, risks, issues, and action plans across stakeholders. 

Work Model 

  • Posibiliry of 2 days per week at the office in Monterrey, Mexico. 

  • Combination of RUN Service Management and project/migration activities. 

  

ADVANCED CONVERSATIONAL ENGLISH AND SPANISH ESSENTIAL (Will be evaluated).

If you are a foreingner residing in Mexico, you must have a valid INE, CURP, NSS and RFC.

Job type: ON SITE.

Location: Monterrey, Mexico.

Salary: $90,000 gross.

Benefits: Excellent superior benefits.

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