Client service manager (internship) m/f

The Client Service Management Team Manager plays a critical role in leading the Client Service Managers (CSMs) to ensure customer satisfaction and service excellence. This role is responsible for overseeing the team's activities, managing high-level escalations, ensuring SLA compliance, and driving continuous service improvement.
ensuring seamless service delivery while collaborating with various internal teams, such as Support, Marketing, and Sales.
A key aspect of this role is the prioritization of activities and effective workflow management to optimize team efficiency and service quality.


Team Leadership, Coaching & Performance Management
~ Lead, mentor, and develop a team of Client Service Managers (CSMs) to achieve high standards of service.

~ Provide coaching and guidance to team members to enhance their skills and professional growth.

~ Drive a customer-centric culture within the team, ensuring proactive and effective service management.

~ Customer Relationship & Escalation Management
~ Be the 'Voice of the Customer' (VoC) within the organization, advocating for customer needs and ensuring continuous service improvements.

Service & Incident Management Oversight
~ Oversee incident, problem, and change management processes managed by CSMs. Ensure efficient handling of service disruptions and effective customer communication.


Ensure the team monitors and reports on service performance against contractual SLAs, including penalties where applicable.

~ Ensure proper documentation of incidents, service reviews, and improvement plans.

~ Track and analyze CSAT (Customer Satisfaction) scores to assess service performance and drive enhancements.


Continuous Improvement & Change Management
~ Lead workgroups/taskforces to analyze service issues, identify root causes, and develop action plans.

~ Drive continuous service improvement initiatives by identifying opportunities for optimization and efficiency.

~ Promote a culture of proactive change management within the team and across departments.

~ Define and execute action plans to enhance service quality and customer satisfaction.


Work closely with the Marketing Product team to ensure customer needs and market expectations are well-integrated into service offerings.

~ Collaborate with Sales teams to provide insights on service performance and support business development efforts, including participation in RFPs, RFQs, and RFIs.

~ Interact with various Support teams (technical experts and managers) to ensure efficient issue resolution and continuous improvement.

~ Engage with top management to report on key customer insights, service trends, and strategic initiatives.

~ Collaborate with the HR team on employee career progression, training plans, and professional development, workforce planning, and employee career development


10+ years in customer service, service management, or account management in the telecom or IT industry, with at least 5 years in a leadership role.

~ Good understanding of telecom services (voice, data, SMS), provisioning BSS, IT, fleet management.

~ Experience with IT Service Management (ITSM) tools such as ServiceNow, JIRA, or equivalent.

~ Proven ability to lead, motivate, and develop a high-performing service management team.

~ Strong ability to mentor and support employees in their professional growth.

~ Ability to drive service excellence and implement continuous improvement strategies.

~ Ability to analyze data, identify trends, and drive actionable insights.

~ Ability to represent customer concerns internally and drive service enhancements.

~ Experience in tracking and analyzing customer satisfaction scores to ensure service excellence.

~ Fluent in English and French.


Here are the different stages in the recruitment process:
- An online personality test
- Salary package: fixed salary + individual bonus + half-yearly profit-sharing and incentive schemes (investable in PEE or PER)
- Up to 2 days' homeworking, 25 days' holiday + a few free days
- CSE, company restaurant, advantageous health insurance, 50% reimbursement of the Navigo transportation pass or sustainable mobility package
For more information, please refer to the Transatel career page: