Customer Services Manager - Dubai

MACH operates the world’s leading hub-based mobile application exchange, uniting the global telecommunications marketplace. MACH enables the efficient flow of mobile traffic, of service validation, delivery and billing information, and of settlement transactions. MACH solutions unite Communications Service Providers (CSP’s) to realise new market opportunities, they connect CSP’s for the efficient delivery of mobile services, and they empower CSP’s to optimise business performance.

MACH is the largest provider of data and financial clearing solutions for wireless roaming and operates the world’s largest open connectivity roaming hub, Link2One. More than 60% of all NRTRDE files are processed and verified in MACH’s NRTRDE hub.

Headquartered in Luxembourg, MACH has offices in 12 countries and employs more than 1,000 people worldwide serving over 650 customers, including CSP’s like Orange, Vodafone, TDC, Cable & Wireless, Verizon, Microsoft and Nokia, as well as enterprise messaging customers like KLM.

Job description

MACH is looking for a Customer Services Manager that will have close contact to our clients In Middle East and Africa.

We are looking for a candidate that enjoys building relations with our clients. You will be responsible for supporting a group of clients and your job will be will be to handle multiple kinds of requests from our clients in relation to the support of services offered by MACH mainly related to Data and Financial clearing and value added services.

We do therefore expect that you will be able to communicate with our clients on a technical level and in general have strong written communication skills as well as verbal. Equally, you will have good coordinating skills and be capable of tackling many tasks at the same time, as you will also be responsible for coordination of support activities delivered by colleagues in other regions.

We are a highly competent and specialised support team. You will have 4 colleagues in Customer Services MEA who will be referring to the Customer Service Manager in Dubai. We are a global organisation and your colleagues and clients will have different nationalities and backgrounds.

You will be based in Dubai and will work closely with MACH clients (mobile operators) and colleagues situated worldwide to provide second level customer service support.

Key Responsibilities

Daily Support for all MACH services you are assigned to, in particular for handling second level client queries. Dispatching and handling client requests (Service tickets, phone calls, emails) based on internal procedures
As a dedicated CSM, to ensure a constant and stable relationship with the individual client and client groups to improve client satisfaction and reach the goals of the company
Overseeing implementation of customised client deliveries within MACH's Customer Services organisation. Keep systems updated with relevant information and accurate configurations
Secure monitoring and implementation of new services.
Product Training.
Professional Services.
Participate in the consolidation of the knowledge within CSM Team.
Have regular contact with the client over the phone.
Be proactive and be open to provide suggestions to the client on how to improve their business – promotion of MACH Services.

Required Skills and Background

Fluency in English is mandatory, other language skills such as Arabic or French would be a definite advantage.
Excellent communication skills.
Self-organised and coordinating personality.
Flexible, professional, detail, accurate and trouble shooting oriented.
Good knowledge of Oracle SQL and Unix shell tools is an advantage.
Good knowledge of MS Office and specially Excel.
Any previous experience in the Telecom, GSM or Roaming Industry, financial clearing Industry would be another definite advantage.

A valid work permit for Dubaï is required.

If you are a great match to this profile and are interested in the position, please reply by sending your CV in English by email before 20 December 2009 quoting the reference ‘Customer Service Manager/SSH to job@mach.com

Only candidates who fit this profile will be considered.

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