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Urgent! Customer Care Lead Job Opening In Colombia, Colombia – Now Hiring Nokia

Customer Care Lead



Job description

Job Description
Care (CAR) comprises the support of customers (in line with contractual service agreements) and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics, including first-level contact with customers for software and hardware incidents or requests.

Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects.

Contains escalation of key issues to appropriate functions.

How You Will Contribute And What You Will Learn
As a Customer Care Lead (CCL you will be responsible for the entire lifecycle of Care service delivery, encompassing services like Case Handling, Emergency Support, Customer Training, and Software Upgrades, all while adhering to contractual and budgetary constraints.

This includes, but is not limited to, the following:

  • Primarily working during NAM business hours.

  • Act as the main point of contact, fostering trust and ensuring contractual commitments are met.

  • Manage emergencies, deliver timely resolutions and RCAs, and identify potential service impacts from environmental changes.

  • Understand customer business needs, identify opportunities for new services, and drive upsell initiatives.

  • Manage the Care business to meet financial targets (revenue, cost, margin) through forecasting, monitoring, and analysis.

  • Contribute to pre-sales and tendering processes for Care deals.

  • Identify upselling opportunities and support Care contract renewals.

  • Manage care contracts throughout their lifecycle, ensuring data quality in care tools and adherence to contractual obligations related to installed base accuracy and financials.

  • Manage customer onboarding, participate in delivery-to-care handovers, and deliver care services according to SLAs, including providing 24x7 emergency support, when necessary, contract delivery management, entitlement management, KPI, and escalations.

Key Skills And Experience

  • Bachelor's degree in Engineering, Business Administration, or related field
  • 7-10 years of experience in Customer Service, Project, or Technical Management within Telecommunications
  • English proficiency (written and oral)
  • Proven ability in contract and customer relationship management and service delivery
  • Strong understanding of financial reporting and forecasting
  • Excellent leadership, interpersonal, team, and vendor management skills

It would be nice if you also had:

  • Project Management Professional certification or equivalent
  • Proficient with CRM systems and Microsoft Office applications (Excel, PowerPoint, PowerBI, PowerApps, etc.)

About Us
Come create the technology that helps the world act together
Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks.

Your career here will have a positive impact on people's lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.

We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work

What we offer
Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

Nokia is committed to inclusion and is an equal opportunity employer
Nokia has received the following recognitions for its commitment to inclusion & equality:

  • One of the World's Most Ethical Companies by Ethisphere
  • Gender-Equality Index by Bloomberg
  • Workplace Pride Global Benchmark

At Nokia, we act inclusively and respect the uniqueness of people.

Nokia's employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law.

We are committed to a culture of inclusion built upon our core value of respect.

Join us and be part of a company where you will feel included and empowered to succeed.

About The Team
As Nokia's growth engine, we create value for communication service providers and enterprise customers by leading the transition to cloud-native software and as-a-service delivery models.

Our inclusive team of dreamers, doers and disruptors push the limits from impossible to possible.


Required Skill Profession

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    Unlock Your Customer Care Potential: Insight & Career Growth Guide


  • Real-time Customer Care Jobs Trends in Colombia, Colombia (Graphical Representation)

    Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph below. This graph displays the job market trends for Customer Care in Colombia, Colombia using a bar chart to represent the number of jobs available and a trend line to illustrate the trend over time. Specifically, the graph shows 11266 jobs in Colombia and 271 jobs in Colombia. This comprehensive analysis highlights market share and opportunities for professionals in Customer Care roles. These dynamic trends provide a better understanding of the job market landscape in these regions.

  • Are You Looking for Customer Care Lead Job?

    Great news! is currently hiring and seeking a Customer Care Lead to join their team. Feel free to download the job details.

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  • The Work Culture

    An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Nokia adheres to the cultural norms as outlined by Expertini.

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    • 1. Independence
    • 2. Loyalty
    • 3. Impartiality
    • 4. Integrity
    • 5. Accountability
    • 6. Respect for human rights
    • 7. Obeying Colombia laws and regulations
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  • Interview Tips for Customer Care Lead Job Success
    Nokia interview tips for Customer Care Lead

    Here are some tips to help you prepare for and ace your job interview:

    Before the Interview:
    • Research: Learn about the Nokia's mission, values, products, and the specific job requirements and get further information about
    • Other Openings
    • Practice: Prepare answers to common interview questions and rehearse using the STAR method (Situation, Task, Action, Result) to showcase your skills and experiences.
    • Dress Professionally: Choose attire appropriate for the company culture.
    • Prepare Questions: Show your interest by having thoughtful questions for the interviewer.
    • Plan Your Commute: Allow ample time to arrive on time and avoid feeling rushed.
    During the Interview:
    • Be Punctual: Arrive on time to demonstrate professionalism and respect.
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    • Answer Thoughtfully: Listen carefully, take a moment to formulate clear and concise responses. Highlight relevant skills and experiences using the STAR method.
    • Ask Prepared Questions: Demonstrate curiosity and engagement with the role and company.
    • Follow Up: Send a thank-you email to the interviewer within 24 hours.
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    • Be Yourself: Let your personality shine through while maintaining professionalism.
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    Final Thought:

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