Publicat 31 Mai 2019 | Reactualizat 14 Iun 2019 | Expiră 30 Iun 2019

Service Delivery Coordinator with English

1 post

Candidatul ideal

• Excellent communication skills
• Excellent organizational skills
• Problem solving skills
• Project Management training (basic)
• Good knowledge of Microsoft Office products
• Proven track record in the delivery of high quality customer service
• Fluent in English

Descrierea jobului

Purpose of the Role:

• Responsible for coordinating the steady state service delivery to multiple client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction.
• Delivering service that meets SLA and delights the customer
• Developing strong internal and external relationships
• Cost control through a proactive financial aproach
• Assisting the Service Delivery Manager in the transforming and growing the business.

Operational responsibilities:

  • Act as a customer and internal point of contact for assigned contracts
  • Be responsible for the effective co-ordination of external / internal queries / escalations
  • Ensure feedback from the client is sent to the management team to drive the improvement of services
  • Support of asset management database to agreed data quality levels
  • Carry out quality checks to ensure quality standards are maintained
  • Track the performance against SLAs and KPIs
  • Act as a centre of reference for Client' systems
  • Responsible for coordinating end to end MACD - Move Add Change Delete
  • Liaise between customer and Client' Supply Chain and logistics teams
  • Maintain a Process and Procedure manual
  • Plan Service Improvement, including Root Cause Analysis
  • Coordinate and gather Financial data for monthly billing reconciliation
  • Contribute to the P&L performance through cost control and innovation
  • Have general knowledge of Client' structural workings and what we sell
  • Provide necessary support for contract change management
  • Adhere to agreed processes
  • Maintain customer relationships
  • Participate in team meetings and general inputs in day to day improvements
  • The management of emails, phone calls to be done professionally and timely
  • Maintain standards when using Hub sites
  • Other duties as required

Descrierea companiei

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products, services, and engineering are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships.

We offer an integrated portfolio of products, solutions, services, and IP through our Mode 1-2-3 strategy, built around Digital, IoT, Cloud, Automation, Cybersecurity, Analytics, Infrastructure Management and Engineering Services, amongst others. With a worldwide network of R&D, innovation labs and delivery centers, and 120,000+ ‘Ideapreneurs’ working in 39 countries, HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000.

Website: http://www.hcltech.com

Service Delivery Coordinator with English  -  HCL Technologies Ltd.