Global Customer Service Quality Expert defining and driving quality standards across CMA CGM’s shipping network. Focused on service excellence, reducing customer effort, and enhancing the customer journey.
About the role
- Customer Care Lead ensuring exceptional software support services within Nokia. Driving customer satisfaction through proactive relationship management and strategic service delivery.
Responsibilities
- Act as a single point of contact for Care Services, representing customer needs within Nokia and managing escalations when required.
- Deliver end-to-end Care services (case handling, emergency support, training, software upgrades) within agreed scope and budget.
- Manage the Care contract lifecycle, including handovers, entitlements, renewals, and service expansions.
- Maintain and update Care Plans, focusing on scope, risk, and penalty mitigation.
- Communicate effectively with customers and stakeholders, providing reports, updates, and managing KPIs.
- Oversee product and software lifecycle governance, ensuring timely notifications and alignment with sales strategies.
- Handle critical emergencies, ensuring rapid restoration and delivery of root cause analyses.
- Analyze cost and revenue data to optimize profitability and take corrective actions when needed.
Requirements
- Experience delivering on business to meet forecasted financial target accurately (Revenue, Cost, and respective Sales Margin)
- Experience in delivering CARE scope and meeting committed SLA's
- Customer & Service Delivery Management
- 6-8 years of extensive relevant experience in a similar function and leading customer support teams
- It would be nice if you also had:
- Ability to work within a large organization impacting different teams; cross-collaborating and influencing different teams
- ITIL/PMP Certification
Benefits
- Flexible working arrangements and additional flex benefits to support work–life balance
- A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
- Medical and life insurance plan, plus paid sick leave for added security
- Meal allowance to support daily needs
- Car allowance based on eligibility
- Well-being programs to support your mental and physical health
- Opportunities to engage with Nokia Employee Resource Groups (NERGs), as well as access to mentors, coaches, and Employee Growth Solutions
- A learning culture that promotes continuous personal and professional growth – for your role and beyond
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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