For 15 years we have been building and managing telecommunications towers that are the essential backbone of mobile telecommunications in Africa - the leapfrog technology driving economic development, prosperity and self-sufficiency across the continent. Right now, IHS is leading a new telecoms service sector driven by the growth of middle class business and consumer demand for mobile and data. We are the partner of choice for Africa’s and the world’s leading network operators because they demand the widest reach and highest reliability for their customers, and the highest standards of governance and operational excellence for themselves. Our long-term contracts and strong sustainable cash flows mean IHS is a unique, low risk entry point for investment in Africa. Over the last four years, IHS has brought over US$5 billion of investment to the continent. Our belief is that the future economic and social development of Africa will be exponentially accelerated by mobile connectivity, and our team of over 1,000 engineers in five countries is focused on making this happen. We are committed to developing our people and the communities we serve, and to help people and businesses across the region build a powerful, prosperous future - by Africa and for Africa. IHS is Africa’s leading mobile infrastructure company. Founded in 2001 by an experienced team of engineers and business people, IHS serves clients responsibly in the building and managing of effective telecommunications infrastructure and by employing the highest quality people, services and equipment.
Job Purpose
Manage and deliver the user experience for assigned co-locating customers.
Responsibilities
- Own and manage the assigned customer interface, ensuring consistency and continuous improvement in service standards.
- Serve as the single point of escalation on technical issues between the Operations team and assigned customers.
- Focus on closing service gaps identified by the Customer Experience team, assigned Key Account Manager (KAM), and/ or customers.
- Work with the Performance team within NOC to improve data integrity and reconciliation, as well as minimize disputes between the company and customers/ third-party stakeholders.
- Manage customer incidents and problems, tracking and driving resolution of issues reported by customers.
- Check the customer’s pulse via contact to ascertain service standards and satisfaction levels are being achieved.
- Support the customer engagement process by educating assigned KAMs on technical realities, to develop work plans and timelines to address customer issues or opportunities.
- Continuously research and propose innovative ways to improve service quality to both internal and external customers.
- Perform other tasks and duties as assigned by the Principal Specialist, Customer Experience.
Qualifications
- Bachelor’s degree in Telecommunications Engineering.
- +7-10 years’ cognate experience in telecoms operations & maintenance.
Method of Application
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