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HIRING: Onsite Service Delivery Manager - SG & HK (TELCO COMPANY)

edited April 4 in Job Openings
Customer Lifecycle Management

• Utilisation of customer tools and systems to keep customer updated on any outstanding requests via and in response to customer escalations in line with customer policies.
• Coordination of new device requests and Apple care for resolution of end user’s device issues.
• Management and service provision of the highest level for VIP users.
• Initial troubleshooting and triaging of service issues including support of Service Delivery Managers in service reviews and Service Improvement Plans.
• Support for coverage issues including floor walks, and specific site visits and management and deployment of any in-building solution.
• Manage any amendments required to the customers inventory and accounts.
• The Service Desk Manager must communicate with professionalism and confidence with customers while driving quality and value.


EXPERIENCE REQUIRED

• Exceptional customer service and time management skills with the ability to multi-task.
• Track record for delivering excellent results in a timely fashion.
• Exceptional communication skills, ability to build excellent rapport with customers.
• At least 5 years’ experience in Service Desk or Service Delivery Management.
• Administrative/Service Support/Operations Support in the telco sector including customer relationship.
• Mobile Telecommunications industry experience helpful.
• Key competencies: high attention to detail; ability to manage a busy work load; able to work independently; strong analytical, reasoning and organisational skills.
• Confident knowledge of MS Office software.
• Ability to understand customer requirements to ensure they are translated into technical delivery; ability to set/manage customer expectations and deliver within SLAs.
• Proven and effective collaboration skills, with the ability to work effectively with others through conflicting pressures and priorities while resolving complex issues.

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