Job Description
Key accountabilities:
• Managing and building strong relationships with key clients.
• Acting as a single point of contact for clients and ensuring a high-quality customer experience and satisfaction.
• Working closely with internal teams to ensure customer needs are met.
• Liaise with the sales organization when detecting new opportunities
• Managing customer escalations and resolving issues to maintain strong client relationships.
• Monitoring contract performance, agreeing on reporting formats and metrics and preparing reports on a regular basis.
• Handling contract governance and P&L management of the customer.
• Acting as the main interface for all technical and operational matters, including receiving and managing notifications and escalations related to incidents or crisis situations.
• Following up on all SLA-related topics and ensuring service levels are met as defined in the SLA.
• Serving as the primary contact for the service desk regarding specific issues, while coordinating daily service operations.
• Attending Service Review Meetings (including drafting meeting minutes), defining action plans in case of crises, and being the direct contact point for incident management.
Qualifications
Qualifications:
• 5+ years of experience and In depth experience in the functions of service management and/or customer relationship management or a similar role.
• Possess strong organizational skills and ability to provide direction to the team, used to work in an international environment and matrix management of multidiscipline teams.
• Excellent verbal and written communication skills, ability to prepare and deliver professional presentations, also to C-level.
• Absolute customer, service and quality focused.
• Proficient English language
• ITIL foundation, Prince or equivalent (desirable)
• Proven experience in continuous improvement activity
• Proven experience in managing solutions for big and complex customers • Solid financial acumen
Additional Information
We provide you with the support you need to excel. This includes:
* A competitive salary package with a company car, bonus scheme, and a 13th-month payment.
* Flexible working hours to align your professional, personal, and family needs and spend most of your time in an environment where you perform best.
* Actively developing your skills and competencies through a wide range of training opportunities.
* Staying healthy and energized with our complimentary fruit snacks and soup during lunch.
* Need some time off? No problem! You'll have 33 paid vacation days per year.
Diversity Policy
At Eurofiber, we believe diversity, equality, and inclusion are essential to creating strong teams and innovative solutions. We welcome candidates with unique perspectives, backgrounds, and experiences — people who can be themselves and collaborate with others to push the boundaries of what is possible.