Tittel: Customer Support Manager
Kontraktstype: Permanent
Stillingsprosent: 100%
Sted: Kista
Arbeidsgiver: Tele2
Søknadsfrist: 2013-09-15
Følg Tele2 Sverige på:
Tele2 M2M Global Solutions is looking for a Customer Support Manager
Tele2 is one of Europe’s fastest growing telecom operators, always providing customers what they need for less. We have 15 million customers in 10 countries. Tele2 offers mobile services, fixed broadband and telephony, data network services, cable TV and content services. Ever since Jan Stenbeck founded the company in 1993, it has been a tough challenger to the former government monopolies and other established providers. Tele2 has been listed on the NASDAQ OMX Stockholm since 1996. In 2012, we had net sales of SEK 31 billion and reported an operating profit (EBITDA) of SEK 6 billion.
Commercial Group
The Commercial Group is the Sales & Marketing organization for the Tele2 Group. The organization is responsible for a common Sales & Marketing approach, for identifying potential economies of scale and to leverage on all regions.
Departments included in the Commercial Group are Marketing Communications, Product Management, Customer Operations, Consumer Insight & Customer Base Management, Sales and International Carrier Business & Roaming.
Group Product Management:
Group Product Management at Tele2 is part of the Commercial Group and is responsible for identifying new business opportunities for Tele2 Group, long-term global product strategies and managing Tele2 Group product portfolio.
Group Product Management (GPM) executes Product development of Group Products and delivers strategic and business critical solutions to Tele2 footprint markets in close contact with our local operators.
Machine to Machine (M2M) is a new growth area for Tele2 and we are now setting up a central team of M2M experts at the Group Product Management, under the Head of B2B & M2M. This position reports directly to the Head of B2B & M2M.
Responsibilities and duties:
As an M2M customer support manager at Tele2 you will set the strategic direction and have operational responsibility for the M2M customer support delivery for the Tele2 Group. This includes:
- Ensuring the right targets required to deliver a world class M2M customer support
- Motivating the customer support agents to fulfill set targets
- Ensuring the right quality and cost efficiency in the set-up of Tele2 M2M customer support, including processes and operational set-up
- Ensuring feedback on potential improvements to the relevant part of the Tele2 organization, all with the customer experience first in mind
- Single point of contact (SPOC) for key customers & partners
Your main contacts in the daily work will be:
1. Tele2 M2M customers and partners
2. Tele2 M2M customer support team, part of Tele2 Sweden’s customer support organization, but supporting M2M customers for the whole Tele2 group
3. Your colleagues in Tele2’s central M2M team
Competence and experience:
- People management experience
- Excellent verbal and written communication in English
- Minimum 3 years background in similar and relevant service industry with monthly invoicing of variable charges, e.g. Telco, Banking, Energy or Cable TV
- Minimum 3 years proven track record from call centre environments, with focus on Large Enterprise support
- General operational experience from the below listed Customer Service Core Processes
o Reporting and KPI dynamics
o Training & Testing
o Quality and Procedure Management
o Inbound upsales
- Knowledge of M2M is a plus
- International work experiences is a plus
Personal profile:
- Excellent communication and networking skills
- High level of self-confidence and persistence
- Sales aptitude
- Strong match with Tele2’s values
- Well-structured and target oriented
- Good prioritization skills
- Highly competitive and Plays to win
Are you one of us?
What constantly drives our company forward and also is the key to your success with us is our unique corporate culture called “The Tele2 Way”. The culture is based on our core values – flexibility, openness and cost consciousness. For us, flexibility means that you listen to the customer and that you love change. With openness we mean that you are humble and comfortable with straight and honest communication. Cost consciousness means that you always try to find smart solutions and challenge all costs. Your specific professional skills are as important as that you can act according to “The Tele2 Way”.
We offer you:
-An exciting and stimulating workplace with career opportunities
-Continuous development
-Benefits concerning health, parental wage, pension and subsidized lunch
-Discounts on Tele2 products
-A good working climate with committed colleagues and managers. We have very high results in our annual employee survey regarding both leadership and employee index.
The job is based in Kista, Sweden.
Do you want to know more about Tele2?
Follow us on Facebook: https://www.facebook.com/Tele2Karriar
Please send in your application using the form below. Deadline for applying: 15 Sept 2013.
Är du en av oss?
För oss är kunniga medarbetare det viktigaste för vår framgång. Vi bryr oss om vem du är och på Tele2 kan du växa. Det som ständigt driver vårt företag framåt är vår unika företagskultur "the Tele2 Way" som bygger på våra värderingar - öppenhet, kostnadsmedvetenhet och flexibilitet. Oavsett var du jobbar i organisationen, kommer du att märka att rätt attityd och delaktighet i vår företagskultur är viktiga framgångsfaktorer i ditt arbete. Vi söker alltid talanger inom IT, marknad, sälj, ekonomi och till våra butiker. Vill du jobba på en riktigt spännande och utvecklande arbetsplats? Om du har några frågor, hör gärna av dig till HR-avdelningen på 08-5626 4000:
jobbportalen.no