With a 25+ year experience in the industry, Comfone AG is a leading vendor of roaming services for mobile operators and other players. It serves 600+ customers around the World out of whom 150+ are located in the Africa & Middle East region. 
Comfone is looking for a dynamic, articulated and highly motivated Customer Programme Manager to contribute to the consolidation and growth of its footprint and business in the Africa & Middle East region. 
The position has the responsibility to efficiently drive, coordinate and monitor the daily activities of all internal teams related to customer projects, services and accounts as well as ensuring that the queries and needs of the customers are attended to in a quality and timely fashion. 
The role’s main objective is to ensure high satisfactions of Comfone services by effectively overseeing all customer-related operations and by building trusted longstanding rapports with customers. 
This a customer-facing role requiring excellent interpersonal skills. The successful applicant will work closely with the Sales representatives of the region. 
This full-time position is well suited to candidates aspiring to take their career into a commercial path in the future.

To learn more about the company, please check the website www.comfone.com
The position reports to the VP Sales Africa & Middle East region.
This role is based at Comfone head office in Bern, Switzerland. International travels may be occasionally required to attend industry events or customer meetings.
Only Swiss or EU/EFTA citizen with a working permit B or C can be considered.
Customer Programme Manager - Africa & Middle East
To start work immediately or at a later date by agreement.
Responsibilities and duties
  • Provide timely responses to various customer enquiries by liaising with the relevant internal teams 
  • Monitor and ensure timely delivery of services to customers as committed 
  • Work closely with customers to understand service needs, requirements and improvements 
  • Prepare and coordinate internally the regular performance service review with the internal stakeholders and the customer (applicable to specific customer accounts) 
  • Diligently follow-up on the on-going customer matters and enquiries
  • Identify new business opportunities with existing customers and report them to the Sales representatives 
  • Manage customer change request by capturing requirements and providing simple quotations, when applicable, in collaboration with the Sales representatives and relevant internal stakeholders 
  • Drive the rolling program of contract renewal and extensions for the region by proactively preparing approach plans and strategies for the relevant customer accounts 
  • Drive and coordinate internal activities in relation to responses to RFI, RFQ and RFP preparations 
  • Prepare simple customer quotes or simple contract addendums and amendments in collaboration with the Sales representatives 
  • Report progress status of projects on company’s ERP system. Organise internal customer account and project reviews with internal stakeholders if deemed necessary 
  • Inform customers on business execution processes and manage the on-boarding of new customers 
  • When appropriate, coordinate and follow up on contractual negotiations between customers, company legal and Sales representatives until signature 
  • Facilitate meetings, calls, follow-ups and other communications with customers and internal stakeholders when deemed necessary (e.g. introduction of new services to the customers by the relevant service managers) 
  • Act as liaison officer until resolution between customer and internal support team in case of escalation of major service issues
Qualifications and skills
  • Minimum 3-year experience in customer-facing roles in international and multicultural environments, preferably in technology 
  • Academic degree in a technical or scientific field. Additional commercial and/or business experience is an advantage 
  • Certification in project management is a plus 
  • Languages: fluency in English and French (excellent oral and written command is a must in both languages). Conversational Arabic and/or Swahili would be a plus 
  • Ability to communicate accurately and clearly (verbal and written) 
  • Impeccable professional appearance and demeanour to best represent Comfone 
  • Composure and calm to deal with uncertainty in pressurised situations with tight timescales 
  • Multitasking skills with a strong sense of prioritisation to manage multiple customer matters at the same time in a timely fashion 
  • Negotiation skills, diplomacy and ability to convince are a must 
  • Excellent social and interpersonal skills without any prejudice and judgement 
  • Patience, tolerance, self-motivation and resilience are key success factors 
  • Curiosity and open mind towards different cultures are also pre-requisites 
  • Ability to build trusted longstanding rapports with customers and colleagues
Our benefits
Beside of a variety of challenges within a growth-oriented market, and the possibility to shape the future of our dynamic and highly successful company, we offer: 
  • A friendly work environment with theme evenings, Apéros, raclette evenings and more! 
  • A multi-cultural and multi-linguistic team with English as the corporate language (giving you the chance to polish your context switch when mingling!) 
  • Yearly international events with our clients from all over the world (ConneXion) 
  • Competitive salary 
  • Flexible and partially remote work time 
  • Brand new office with state-of-the-art equipment 
  • SBB half-fare abonnement 
  • Mobile phone subscription and subsidy for handset purchase 
  • Special prices at restaurants close to HQ in Bern 
  • Onboarding with consequent training and introduction to all departments 
  • Support for advanced education 
  • Company events (Summer events, Christmas Party, Team events …)
Apply online if this sounds like your next challenge.
Please include your cover letter, CV incl. photo and relevant references or certificates. We look forward to receiving your complete online application.

Sarah Seibt,