Regional Customer Relations and Support Manager- Data Clearing

Working Hours
This role will operate according to South American time zone working hours. Candidates are advised to confirm their alignment with this schedule before proceeding with their application. Weekly hours: 37.5 hours.

Language Requirement: Proficiency in Spanish is mandatory.

It is required that candidates possess the right to work in South America.

Company Overview:

Nextgen is a UK-based company that offers services to mobile operators globally. We are an expanding organization with over 300 employees and offices located in Europe, Asia, India, Egypt, and the United States. Our primary expertise lies in delivering services related to the commercial aspects of mobile roaming, specifically in data and financial clearing. Our offerings are underpinned by proprietary software, which utilizes Web and Oracle technology. The primary function of this software is to process and distribute roaming data, facilitate charge settlements between operators, and provide business intelligence applications to our clientele.

The Regional Customer Relations Manager – CAM will focus on delivering exceptional service to customers within the region. The individual in this role will also take the initiative in offering daily customer support. Engagement with Tier 1 and Tier 2 customers is a key aspect of the position, making the establishment of relationships founded on transparency and trust essential to its success.

Key Responsibilities

• Build strong and long-term relationship with customers in the region by providing excellent customer support as dedicated first point of contact for customers
• Be the first point of contact for customers and lead in migration projects from existing DCH to Nextgen Clearing
• Monitor and manage all core operational functions relating to system set-up, monthly processes, reporting management and other customer related inquires
• Coordinate day to day support and organisation of regular calls with customers
• Communicating resolutions to clients and making suggestion on how to resolve issues
• Provide follow up training for specific elements of DCH service to customers
• Endeavour to resolve all customers queries efficiently and reporting any potential challenges immediately to customer support management team
• Ensure all People Management aspects in regards to individual performance and performance of  team members (if any) are adhered to i.e. PP&R, Absence Management etc.
• Identify customers needs / enhancement requests and contribute to product development where relevant according to company process
• Provide weekly / monthly account status report to your Regional Manager where required
• Hold a monthly call with the customers to discuss any outstanding issues and provide customer’s feedback to the head of the DCH.

Annual Salary:

The annual salary for this position ranges from $33,221 to $39,865 (USD).

• Experience, Key Skills & Personal Attributes
• 5+ years GSM industry experience and knowledge of roaming requirements is preferred  (either from a mobile operator or pier vendor)
• Ability to learn quickly
• Excellent communication skills (verbal and written including report creation and presentation)
• Capability to understand technical standards and IT related procedures.
• English and Spanish language proficiency (additional languages a bonus)
• Team player
• Well organised and ability to prioritise your own work
• Excellent organisational skills with the ability to prioritise / escalate effectively
• Strong interpersonal skills, particularly in building relationships with customer.
• Ability to work independently and reliably Excellent people management skills (if people management role)
• Professional credibility and integrity
• Ability to build confidence and trust in relationships
• Strong analytical skills

• 25 days Annual leave
• Reward and Recognition
• Employee Engagement
• Work From Home
• Training & Development