Customer Complaints Management Engineer - Sweden

CUSTOMER COMPLAINTS MANAGEMENT ENGINEER - SWEDEN

A Customer Complaints Management Engineer is needed for one of our international clients in the Telecommunications arena, on contract basis in Stockholm Sweden. Fluent English is a must, Swedish is a plus. Applicants shall also be eligible to work in Sweden.

Responsibilities:

- Handling escalated customer complaints for the 2G, 3G, 4G RAN Networks, as well as for fixed networks.
- Analysing statistics and other data in order to identify service affecting faults in the networks.
- Monitoring network's KPIs and performing daily analysis and troubleshooting for customer quality issues.
- Take lead in complex network investigations resulted from customer complaints trend analyses and/or initiated by Customer Support escalations.
- Follow up on all customer trouble tickets
- Management of SLAs and KPIs related to Customer Complaint Process, including reporting.
- Providing answers and solutions to customer support and operations management.
- Being involved in quality control processes
- Providing efficient and continuous information flow towards our customers
- Ensuring the delivery of daily, weekly and monthly reports.

REQUIREMENTS:

- 2-5 years of working experience in Telecom, preferably in a Network Operation Centre and/or other customer technical support, 2nd line Back Office functions
- You have an analytical understanding; ability to put customer experience in focus and to deliver high quality results.
- We expect you to have lots of energy and be able to handle stressful situations.

If you are interested, please submit your CV in Word Doc format to Jo Li with reference JSJO/CCM-4367 or call for more information.