Service and Support Manager, tiGO Business

Role Purpose Develop and drive a superior support and service internal/external for Tigo Business. You will be responsible for driving the back office, working close together with Customer Service and Customers Care to ensure that Tigo Business delivers on the SLA’s defined in our contracts. You will also be responsible for continuous improvement of processes related to support of current customers and setup of new customers Key Responsibilities • Develop and improve internal processes to improve the customer experience and satisfaction • Weekly reporting on: SLA’s, Issues and solutions, Customer satisfaction. • Manage the Tigo Business customer and back office support • Train and update all support staff on product knowledge and processes • Develop and manage channels to market in-line with business strategy • Define and implement tracking tools to continue monitoring results. Implement all data requirements. • Deliver world class support to internal and external customers Position Requirements • University degree in technology / engineering / business administration or related area, MBA is desired. • 3 + years of proven customer service management experience as a manager. • Managerial experience is a must. • Proficiency with the MS Office Suite including Microsoft Word, Excel, Power Point, Project and Visio. APPLY