Customer Onboarding

vor 1 Woche

Zürich, Zürich, Schweiz Connect44 Vollzeit

THIS ROLE


The Site Access team is responsible for enabling mobile operators to access and work on telecom infrastructure sites (TIS) across the circa 6,000 Cellnex site portfolio in Switzerland.


The Site Access Back Office Technicians are a key part of this team, ensuring the smooth running of the access process and resolving any access issues that arise from MNOs, Landlords or stakeholders.


TEAM STRUCTURE
There are two Site Access Back Office roles which both report into the Site Access Manager.

The roles are office-based, located in Cellnex Head Office in Zurich

MAIN FUNCTIONS

  • Ensure access to TIS sites is maintained on behalf of customers, partners and internal stakeholders
  • Drive effective process management to meet and exceed customer service levels
  • Through continuous improvement, identify opportunities to improve service, process or systems
  • Ensure visitors comply with local Site Access regulations and Accreditation processes
  • Develop and maintain professional working relationships with internal/external customers and thirdparty suppliers
  • Selfmanage performance against agreed Key Performance Indicators (KPI's)
  • Support problem management; contribute to root cause analysis and where possible implement corrective actions to avoid repeat incidents
  • Operate a range of team processes to ensure key performance indicators are met
  • Manage conflicting priorities to ensure all deliverables are met
  • Flexibility is required to enable the team to operationally cover working hours from 08.00 to 18.00 Monday to Friday
  • If required, participate in the oncall 24/7 arrangements

WORK EXPERIENCE

  • Strong process management capabilities from a Telecoms Operational environments
  • Experienced in fast moving, high volume, fluid environments providing service direct to external customers
  • Experienced in interfacing with external customers and internal functions carrying out effective communication and speedy resolution for requests
  • Experienced in recording and managing sensitive and critical data
  • Capable of confidently communicating information in a clear and concise manner.
  • Strong process management, organizational and analytical skills
  • Capable of building, maintaining strong rapport with internal stakeholders, clients, and Operational Teams

WHAT WE ARE LOOKING FOR FROM OUR CANDIDATES

  • Natural problem solver
  • Ability to proactively identify process change requirements, plan and enable transformation.
  • Ability to operate effectively in a fast moving, dynamic environment
  • Be naturally customer centric
  • Ability to understand the end to end view of delivering service to ensure we value the customer whilst maintaining the interests of the business
  • Excellent organisational skills, able to prioritise and coordinate multiple events effectively
  • Excellent communication skills (written and oral) and fluency in local Swiss languages and English
  • High standards in quality, accuracy and attention to detail

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