Customer Service Manager
Nokia
Total years of experience :14 years, 10 Months
Answered phone calls and e-mails from various telecommunications companies for technical support, on-site services, and repair and exchange services.
•Registered incoming calls, emails, and web requests, in the Nokia ticketing system, ensure the customer is contractually entitled to the support being requested, and dispatch them according to services and contract commitments.
•Coordinated requests that require multiple services (e.g., simultaneous part and technician dispatch to a customer site)
•Available to work required shifts in support of the 24x7 GWC operation
•Interacted with the GWC Back Office and Team Leads on process issues, to ensure the best service delivery for Alcatel-Lucent customers
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