Customer Service Manager

Works with customers and/or internal product, technical and support teams to ensure effective delivery of all support and maintenance services according to contracted service level agreements. Ensures provided support drives customer satisfaction, results in continual contract renewal and delivers business value added for both DN and the customer. In day to day business has ultimate responsibility for timely management of all problems, incidents and escalations.

� Provides CSM support for medium to large customers within an assigned region or area.

� Works with internal DN product, service delivery and support teams to ensure effective support across all stages of the customer engagement lifecycle.

� Work directly with customers and/or serve as an internal / DN point of contact with technical experts.

� Engages with customers or with customer-facing DN team members to understand product / service needs and expectations.

� Ensures customers receive products and services in a timely, efficient and effective manner.

� Addresses customer generated questions, issues and concerns.

� Documents specific customer issues, working with internal teams to ensure issues are addressed and resolved in a timely and accurate fashion.

Required Qualifications

Diploma or equivalent work experience required.

Minimum of 2-4 years of relevant experience or equivalent combination of education and experience in Customer Service Management.

Good business English skills (Written and spoken).