Job Description
WHAT'S THE ROLE
To assist in the delivery of high-quality customer service to Liberty Business customers & prospects working cross-functionally within Liberty Business.
WHAT YOU'LL DO
To coordinate service delivery by bridging the gap between all internal stakeholders. Service manages customer satisfaction, retention levels, and ultimately, business continuity by coordinating provision of service activities through effective and timely communication.
- Using the established Clean Order Process, effectively coordinate activities (orders and queries) to ensure that completion is within SLAs. Providing clear directions and escalating where necessary.
- Provide a Single Point of Contact (SPOC) for service provision assigned and provide ownership until implementation.
- Coordinate the activities of implementation teams to ensure that work order deliverables, timeline, and budget are met.
- Ensure all agreed timeframes and milestones are met, especially the “Ready for Service” dates, which form the delivery service levels with customers.
- Track all aspects of the work order within the agreed scope, budget, and time constraints.
- Communicate, liaise, and escalate (where necessary) within FLOW to ensure successful completion of work order.
- Establish and carry out agreed-upon test and acceptance procedures and obtain sign-off from the customer (internal and/or external) on work order completion.
- Ensure all work order-related documentation is securely stored online and offline as necessary.
- Manage deliverables of System Integrator partners and 3rd party contractors
- Manage customer internal teams and 3rd party contractors in delivering on work order requirements, support Sales, raising orders & following through with the process to meet deadlines
- Provide project status reports throughout the work order implementation to key stakeholders within stipulated time periods
- Prepare job order requirements to ensure timely completion in accordance with SLA’s
- Update & submit order logs to customer & account team & report on order management
- Submit requirements to customer presales support team
WHAT YOU'LL NEED
Knowledge & Experience
- Ideally, a first degree in Information Technology or equivalent qualification
- At least three (3) years working experience in the telecommunications industry, preferably in a customer service environment
- Knowledge of the operations involved in customer service & service delivery
- Knowledge of C&W products, services & Service Level Agreements
- Strong planning & organizational skills
- May be required to travel to customer sites island-wide
- Proficiency in the use of MS office applications
- Ability and knowledge to effectively use/learn applications required for role (Salesforce, Liberate, Cerillion, SCCD)
- Excellent oral / written communication
Who We Are
We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region
Why join us
Technology excites us enables us and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.
Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws.
WHAT YOU'LL NEED
Knowledge & Experience
- Ideally, a first degree in Information Technology or equivalent qualification
- At least three (3) years working experience in the telecommunications industry, preferably in a customer service environment
- Knowledge of the operations involved in customer service & service delivery
- Knowledge of C&W products, services & Service Level Agreements
- Strong planning & organizational skills
- May be required to travel to customer sites island-wide
- Proficiency in the use of MS office applications
- Ability and knowledge to effectively use/learn applications required for role (Salesforce, Liberate, Cerillion, SCCD)
- Excellent oral / written communication
Who We Are
We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region
Why join us
Technology excites us enables us and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.
Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws.
WHAT YOU'LL DO
To coordinate service delivery by bridging the gap between all internal stakeholders. Service manages customer satisfaction, retention levels, and ultimately, business continuity by coordinating provision of service activities through effective and timely communication.
- Using the established Clean Order Process, effectively coordinate activities (orders and queries) to ensure that completion is within SLAs. Providing clear directions and escalating where necessary.
- Provide a Single Point of Contact (SPOC) for service provision assigned and provide ownership until implementation.
- Coordinate the activities of implementation teams to ensure that work order deliverables, timeline, and budget are met.
- Ensure all agreed timeframes and milestones are met, especially the “Ready for Service” dates, which form the delivery service levels with customers.
- Track all aspects of the work order within the agreed scope, budget, and time constraints.
- Communicate, liaise, and escalate (where necessary) within FLOW to ensure successful completion of work order.
- Establish and carry out agreed-upon test and acceptance procedures and obtain sign-off from the customer (internal and/or external) on work order completion.
- Ensure all work order-related documentation is securely stored online and offline as necessary.
- Manage deliverables of System Integrator partners and 3rd party contractors
- Manage customer internal teams and 3rd party contractors in delivering on work order requirements, support Sales, raising orders & following through with the process to meet deadlines
- Provide project status reports throughout the work order implementation to key stakeholders within stipulated time periods
- Prepare job order requirements to ensure timely completion in accordance with SLA’s
- Update & submit order logs to customer & account team & report on order management
- Submit requirements to customer presales support team