Customer Relationship Manager – Telecommunications (Provisioning and Service)

Join Next Telecom – A Leader in Business Communications

Are you an energetic, customer-focused professional with a strong background in telecommunications provisioning and service assurance? Do you take pride in owning the customer experience from end to end? Next Telecom is seeking a Customer Relationship Manager (CRM) with a specialisation in provisioning and service to manage new service activations, fault resolution, account queries, and customer engagement.

This is a great opportunity for someone who wants to specialise in technical service delivery while gaining insight into all facets of the telecommunications industry. You'll be part of a collaborative and fast-paced team that values initiative, precision, and customer satisfaction.

What You'll Be Doing

As a CRM focused on Provisioning and Service, you will:

Provisioning Services:

Manage the end-to-end setup of new services, upgrades, relocations, and configuration changes. Liaise with upstream carriers and internal provisioning teams to ensure timely and correct delivery.

Service Assurance:

Take ownership of service-related issues. Log faults, coordinate supplier escalations, follow through on resolutions, and keep customers informed throughout the lifecycle of the issue.

Billing & Account Management:

Review and manage accounts, resolve billing queries or disputes, and ensure billing accuracy.

Customer Advocacy & Upselling:

Understand customer needs and recommend upgrades or efficiency improvements. Ensure customers are informed of service options that match their business objectives.

Key Responsibilities

Serve as the main contact point for an assigned customer portfolio.

Coordinate provisioning requests and service issue resolution end to end.

Handle escalations and ensure SLA timelines are met through supplier management.

Maintain accurate and up-to-date customer records in internal systems (CRM/ticketing).

Perform account reviews to ensure billing integrity and usage alignment.

Recommend improvements or changes to services based on customer needs and usage trends.

Work cross-functionally with Sales, Tech Support, and Accounts teams.

Minimum Requirements

To be considered for this role, candidates must have:

At least 2 years’ experience in telecommunications provisioning and service assurance (mandatory).

Proven experience coordinating activations, service changes, and resolving service-related faults.

What We're Looking For

Solid grounding in the telecommunications sector — especially provisioning, fault management, and billing.

A strong customer focus with excellent written and verbal communication skills.

Ability to remain calm under pressure and resolve issues efficiently.

Highly organised with excellent attention to detail.

Confident using CRMs and support platforms, with the ability to learn new tools quickly.

A collaborative mindset with the ability to work independently when required.