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• Proactively communicate any service-related issues with partner clients • Ensure proactive service monitoring of all client services and identify upsell or cross sell opportunities to improve client experience • Resolve service problems by clarifying the customer’s complaint, determining the cause, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution • Manage, escalate, and drive satisfactory resolution of customers’ technical support, service, and infrastructure issues related to Internet Solutions services and technology • Identify, assess, and communicate clients’ needs to enhance satisfaction levels • Ensure 95% resolution of all customer issues for all SRs, with acknowledgment within 15 minutes • Ensure 90% of all incidents reported by customers are resolved within 3 hours and proactively managed • Provide day to day reports, identify risks for allocated clients, and assist other departments in resolving customer issues to support retention • Recommend potential services by collecting customer information and analyzing customer needs • Identify sales opportunities and upsell or cross sell IS products by proactively scoping technical solutions that address customer requirements and optimize value • Work closely with retention teams (Solution Architects, Client Success Managers, Project Managers) to enhance client experience across all touchpoints • Build and maintain strong relationships and trust with new and existing accounts • Apply strong business acumen supported by advanced industry and technical knowledge to derive maximum value • Prepare, recommend, and implement service improvement initiatives for the client portfolio • Enhance client retention through quarterly Strategic Client Meetings for assigned accounts
Posted
September 19th, 2026
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Company
NTT Ltd
Location
Kenya
Deadline
October 19th, 2026
in 11 days