Serve as the primary point of contact between V.Tal and key customers, with a focus on LEO satellite servicesEnsure an exceptional experience throughout the entire account lifecycleLead operational and administrative managementEnsure compliance with Service Level Agreements (SLAs)Resolve incidentsManage credits and compensationsMonitor billingTrack technical improvements with the Quality teamFully manage the customer relationshipRepresent the customer internallyCoordinate technical, commercial, and logistics teamsEnsure service operational continuity and achievement of business objectivesAct as the single point of contact (SPOC) for Starlink and Amazon Kuiper customers, ensuring satisfaction and retentionMaintain a comprehensive view of accounts, covering commercial, technical, operational, contractual, and billing aspectsConduct regular service performance review and management meetingsIdentify risks and opportunitiesMonitor SLA compliancePrepare reportsCoordinate the validation of credits and compensationsRequirementsBachelor’s degree in Telecommunications Engineering, Electronic Engineering, Systems Engineering, Business Administration, or a related fieldPostgraduate degree or specialization in Service Management, Telecommunications, Customer Experience, or a related field is preferred3–5 years of experience in Customer Care, Customer Success, Service Delivery, or Account Management rolesProven experience in telecommunications, enterprise connectivity,



or managed servicesKnowledge of Starlink Enterprise and Amazon Kuiper servicesKnowledge of SLA management and service governanceKnowledge of the ITIL Foundation frameworkExperience with CRM tools and ticketing management platformsKnowledge of IP networks, WAN connectivity, and managed servicesKnowledge of incident, problem, and change managementKnowledge of operational and financial KPI analysisKnowledge of billing, credits, and compensation processesITIL certification is preferredCore CompetenciesDemonstrates expertise in managing customer relationships and ensuring compliance with Service Level Agreements (SLAs) while coordinating cross-functional teams to achieve operational continuity and business objectives. Proficient in telecommunications services, incident management, and performance analysis.Highest-signal resume keywordsCustomer Relationship ManagementSLA ManagementTelecommunications KnowledgeITIL CertificationCRM Tools ExperienceATS Optimization KeywordsHard SkillsIncident ManagementProblem ManagementChange ManagementOperational KPI AnalysisBilling ProcessesCredits ManagementCompensation ProcessesIP Networks KnowledgeWAN Connectivity KnowledgeService GovernanceSoft SkillsCommunicationProblem-SolvingLeadershipCustomer FocusCollaborationCertifications & QualificationsITIL CertificationIndustry KeywordsLEO Satellite ServicesStarlinkAmazon KuiperCustomer CareCustomer SuccessService DeliveryAccount ManagementTelecommunications EngineeringService ManagementCustomer ExperienceTools & TechnologiesCRM ToolsTicketing Management Platforms#J-18808-Ljbffr

📌 Customer Care Specialist (Medellín)
🏢 Jobtailor
📍 Medellín