Manage a portfolio of multiple ‘smaller’ customers (the number will be variable based on activity and demand)
Carry out monthly (or agreed schedule) service reviews for all customers by telephone.
Issue minutes of the review meetings and take ownership of ensuring that all actions detailed are completed to the timescales agreed with the customer
Distribute monthly service reporting to all customers
Attend internal project handover and review meetings (via teleconference)
Ensure that documentation is up to date and input to audits issued by other teams
Duties and Responsibilities :
Distribute monthly service reporting to all customers
Attend internal project handover and review meetings (via teleconference)
Ensure that documentation is up to date and input to audits issued by other teams
Participate in customer WIP (work in progress calls) and actively assist in jeopardy managing critical issues/orders
Attend weekly billing/debtor reviews and provide status updates on all outstanding invoicing To include taking corrective actions and raising credits where appropriate
Ensure that the Customer Service Plan is reviewed twice a year as a minimum and contact and notification details kept up to date in this document and on the Remedy system
Monitoring and measuring SLA performance
Adhere to Service Management Charter and team KPIs
Provide customer information when requested to other areas of the business
Provide ‘back office’ support to the lead service manager when allocated to larger accounts.
Ensure that in country Service Management is regularly informed of all customer related issues
Key Performance Indicators :
Customer Satisfaction (CSAT)
Assurance metrics
Service Delivery metrics
Contact with Others :
Internal
All departments
External
Clients, Providers
For People Management Positions Only :
No of people directly supervised:
None
Total size of the team:
6
Qualification & Experience :
Educational / Academic Qualification
Essential:
B.E/B.Tech/MBA/MCA
Desirable:
Professional Certifications / Additional Qualification
Essential:
Desirable:
ITIL
Experience(Min. years)
4-7 yrs of experience
Other Criteria(If not addressed above)
Candidate Specification :
Strong Organizing and Planning skills
Customer focused in a customer facing environment
Excellent communication and Interpersonal skills
Structured approach to problem solving
Relationship building (positive and confident)
Strong attention to detail
Time management and prioritization ability
Multi tasking in a high pressure environment
Technical/Functional Skills : ( Use “E” to denote Essential and “D” for Desirable)
Ability to think around complicated logistical problems, faced with tight deadlines and difficult issues.
Proven ability of managing large volumes of activities, across multiple work streams, and taking these from start to finish
Competent user of Microsoft suite
Ability to lead by example to motivate and influence other project team members.
Competency & Behavioral Skills : (Use “E” to denote Essential and “D” for Desirable)
Strong communication skills, to be able to interact effectively internally and with suppliers and customers, at both the working and executive level.
Confident and tenacious individual who understands the importance of task ownership and management.
To apply for this position, please send your updated CV to careers@relianceglobalcom.com with “open position” in the subject line.
