Overview
Sunrise is committed to teamwork, respect and innovation. We value every voice and perspective as we grow together.
Responsibilities
* Own and manage the day-to-day operational relationship with assigned enterprise B2B customers
* Drive customer satisfaction and engagement, fostering long-term relationships and organic growth
* Take full ownership of customer issues, ensuring timely resolution and high service quality
* Define, implement, and continuously improve service procedures, policies, and standards (ITIL-based)
* Monitor, analyze, and report on service performance, including full ownership of SLA reporting
* Collaborate with cross-functional delivery units to ensure agreed service levels and customer commitments are met
* Lead and drive Continuous Service Improvement (CSI) initiatives to enhance service quality and efficiency
Qualifications
* Solid knowledge of the telecommunications and/or IT industry
* Proven experience as a Customer Service Manager in a B2B environment, managing large enterprise accounts
* Strong customer-facing skills with a clear “customer-first” mindset
* Proactive, solution-oriented approach with strong troubleshooting and problem-solving abilities
* Excellent multitasking and organizational skills, combined with strong networking capabilities
* ITIL certification is an advantage
* Excellent written and verbal communication skills in German and English; able to tailor communication from technical teams to C-level
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