Junior Executive SME Telephone Account Management

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Du enterprise in the United Arab Emirates is hiring a Junior Executive SME Telephone Account Management to work onsite full time. You will own service level management, fulfillment, billing, service portfolio and incident management for SME customers, coordinating cross-functional teams, monitoring SLAs, ensuring contract delivery, and conducting service reviews with accurate customer data. Requirements include a bachelor’s degree in sales or related field and at least two years’ du enterprise experience, plus deep knowledge of du products, strong communication and analytical skills, and the ability to work under pressure and be available 24/7. To apply, quantify your wins in SLA delivery and incident resolution, highlight cross-functional impact, and show proactive relationship management with measurable outcomes.

Key Accountabilities

• Service Level Management
  • Manage customer service enquiries as per agreed service levels.
  • Orchestrate the service across the cross-functional service teams and partners to drive performance and
  • delivery of du service commitments.
  • Analyze SLAs and highlight risks & gaps.
• Fulfillment Management
  • Ensure fulfillment of service commitments through contract lifetime.
  • Work closely with internal teams to ensure all services are fulfilled and information are fed back to the
  • customer.
  • Maintain and track database contains customer information.
• Billing Management
  • Perform periodic bill reviews.
  • Manage billing in accordance with customer contract.
  • Collaborate with other resources as needed to address any billing issues.
• Service Portfolio Management
  • Assess, clarify, and validate customer business needs and drive continuous improvement of the end to end
  • service, including infrastructure upgrades for capacity or security for more cost-effective service provision.
  • Support the Account Manager in identifying new opportunities.
  • Perform service reviews on a monthly basis with accounts responsible.
  • Business Relationship Management
  • Maintain relationship and act as trusted advisor to customer and maintain data & information relevant to the
  • account.
  • Manage the contact matrix ensuring that all potential points of contacts are being served appropriately.
• Incident Management
  • Own customer complaints and issues end to end and ensure resolution of the same and provide root cause
  • analysis.
  • Allocate a priority level to any unplanned interruption to a service or reduction in the quality of service.
  • Troubleshoot, investigate and coordinate the incident and ensure it is assigned to the appropriate resolver
  • groups.
  • Monitor and track the incident until restoration of service and ensure service levels are met.

Qualifications, experience, skills and competencies

Qualifications:

• Minimum bachelor’s degree in sales/marketing or a related field. Degree in business.

Experience:

• 2 years minimum experience in du enterprise

Skills

• du enterprise Mobile/Fixed Products and Services Knowledge
• du System Knowledge
• Excellent Communication skill
• excellent knowledge of Microsoft tools 
• Analytical Thinking skills 
• Attention to details
• Reporting and Data Analysis skills
• Problem Solving Skills
• ability to work well under pressure
• organizational and planning skills to develop customer experience
• good personal presentation, especially when meeting with customers
• Highly results-driven and self-motivated team player
• very high email response rate
• able to be connected 24/7
• Understanding of business proactively approach