[EXP] Juniper Networks recruiting Customer service manager

Hi Friends,

Juniper Networks is recruiting Customer Service Manager.
Interested candidates please forward your resume to : cprabha@juniper.net


The CS Manager will be instrumental in driving service delivery improvements to ensure a world class customer experience across all Juniper products. The position will be instrumental in achieving the goal of providing a seamless high satisfaction customer service experience across all Juniper products. The role will be heavily engaged with on-shore and off-shore delivery teams and internal subject matter experts across various organizations.

Primary Responsibilities include :

• Partners to identify to drive areas of improvement related to CSAT
• Point of escalation for issues between Teams and vendor
• Audit On and Off boarding process to ensure compliance
• POC for any Production impacting IT issues
• Ensure Service Implementation Plan up to date
• Manages weekly conference calls with outsourcing partners and Juniper
• Red Alert Review
• Metrics Review
• Call & Case Quality Audits
• Delivery of Juniperization program
• Perform Quality Audits on Calls, Cases as well as Red Alert Cases
• Deliver PTAC Performance review to JTAC (including quality)
• Point of escalation for Customer issues owned by vendor
• Recognition program for vendor
• QBR Coordinator
• Identify operational best-practices used by vendor to JTAC
• Implement reporting standards and performance management standards
• Program Contact Details maintained
• Owns Communication Adherence
• Ensures Best in Class Process, Customer Service, and Language Training

Required Competencies:

• Passion for World Class Customer Service!!!
• Team Leadership
• Managing for Results
• Process Improvement
• Project Management
• Promote Teamwork & Collaboration
• Relationship Building

Travel Requirement:
As required to meet with partners periodically, within India