Client Service Delivery Specialist
Depart / Unit : Operations.
Reporting to : Operation Manager
Peachtree Networks is a growing international telecom company with multiple international offices that offers talented and driven individuals the opportunity to grow their career in an exciting and professional field.
Since our establishment, we have recognized the importance of attracting and developing a well trained, diversified and committed workforce.
We are committed to providing our people with the intensive training and career development opportunities, a dynamic, professional and challenging environment, and the best equal employment opportunity practices.
Peachtree Networks has a proven track record of delivering services and support on a global scale. We see obstacles as challenges and take pride in overcoming them.
We take pride in our employees and acknowledge it as a foundation for our ongoing success.
Have detailed knowledge of the services provided to each account.
Understand the effect a service outage may have from the client perspective.
Be responsive to the client in any and all requests or issues.
Update ticket tracking systems for requests and issues (ensuring client visible comments are accurate, relevant and dated correctly).
Ensure timescales are within reach and if not update reports to reflect the company’s ability to deliver.
Manage small projects and requests through to delivery Scope request deliverables.
Liaise with clients and other third parties to gather required information.
Provide report and feedback to Management.
Be the contact point for Operations Manager in case of delays, issues, changes of scope resulting in increased costs etc.
Record and update client contacts lists for escalation / service outages and key contacts for other business aspects.
Responsible for managing the day to day operations activity at the company.
Regulatory procedures & compliance know how.
Manage productivity and daily operations of the service delivery team.
Establishing standards and delivery of customer service.
Data capture and analysis.
To ensure internal and outbound deliveries meet a set time line.
Coordinate with fulfillment, logistics and warehouse. To be the point of contact in ensuring efficient and effective internal communication
Set daily goals and tasks for warehouses and ensure that all tasks have been completed on the same day.
Order tracking : measure and analyze unnecessary delays in each order and make adjustments to SOP (Standard Operating Procedure).
Provide clients with service delivery updates on all orders within the cycle of every calendar day.
The ideal candidate will possess :
Candidate possesses at least a Diploma / Bachelor degree in a relevant major
Experience in customer relationship management, project management, and quality control are an advantage.
Must be commercially aware, able to identify & effectively communicate commercial.
Experience in the managing of teams.
Experience in an IT operational environment is an advantage.
Platforms and service management solutions.
Willing to work an 11h00-20h00 (GMT+2) shift from home
Good analytical and problem-solving skills.
Good relationship building, analytical and problem-solving and strong diplomacy skills.
Able to work from home and must have a stable internet connection.