Your job

As a Service Manager, you are responsible for the daily operations within the Wholesale department. You will assist the management team in day-to-day operations with the telecom operators, you will have the overall responsibility for acquiring, onboarding and service management of all our FTTH Service Providers, offering Retail and Wholesale B2C and B2B Services over our open Unifiber network.

Key responsibilities:
o   Establish, develop, and maintain commercial relationship with existing and newly interested FTTH Service Providers
o   Service Management with FTTH Service Providers, manage with the highest professionalism in a very structured way crises to maintain customer confidence in Unifiber, propose and execute Service Improvement plans.
o   Initiate and monitor escalations related to incidents, SLA violation, billing issues and consolidate all answers in order to respond to customer.
o   Organize & lead internal and external review meetings to ensure transversal customers follow-up: follow-up KPIs, incidents, tickets, service demands, forecasting, escalations, VIP requests, etc.
o   Get internal Unifiber organization organized for a Customer Delight Experience
o   Give advice on changes, upgrades and extensions to the customer services based on customer feedback and data analysis: analyse the troubleshooting, usage, performance, lead-times, costs, etc. and ensure follow-up on any the corrective actions.
o   Give customer advice on optimizations of their internal working procedures in order to achieve an efficient and excellent collaboration in operational matters between Unifiber and customers.
o   Develop and maintain knowledge of the products and services commercialized by Unifiber for B2C and B2B Customers, suggest ideas for new product development
o   Quoting of special connections

We Offer

A dynamic working environment where you have every opportunity for personal development. Moreover, you can look forward to the following compensation and benefits package: a market competitive salary, a company car, meal vouchers, 28 holidays per year, pension plan, flexibility in remuneration package including a bonus scheme and thirteenth month.

Who are you?

o   You have University degree or equivalent by experience and at least 5 years of relevant professional experience in telecommunications
o   Experience in the Telecommunication sector is a major asset
o   You have an excellent knowledge (written and spoken) of French and English, knowledge of Dutch is an asset
o   You have strong project management and organizational skills
o   You have an analytical mindset and are solutions and client-minded
o   You have excellent communication skills and are capable to build professional relationships quickly

Your department

Unifiber’s goal is to realize an extensive Homes Passed network in Wallonia. We position ourselves as a so-called Network Operator, providing in an open fiber optic network to which any Operator or Service Provider can offer its services. Unifiber will provide a dark fiber network that literally passes individual living units and Multi Dwelling Units (MDU’s, high rise buildings), allowing for future individual consumer connections into the homes. This network is foreseen to be deployed in municipalities varying from aprox. 4.000 to 60.000 Homes Passed (living units) per municipality. To guarantee a most efficient, timely and optimal deployment process, we strongly believe that certain critical aspects in our process deserve enough time and focus to support a timely and reliable deployment of our network. 

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SARAH ZEITOUNI

Recruteur