This position is all about giving customers one point of contact from the time they report an incident until it's resolved, managing all aspects of services delivery to the client. Providing analysis and actions leading to improved customer satisfaction, improved service fidelity and profitability.
To be suitable for this role, candidates will need to have a thorough understanding of Services Systems, Operations, Policies, and Customer Contract Specifics that are used to resolve customer situations. Must be able to quickly identify next steps in the problem resolution process leveraging ITIL practices. Actively assess the customers environment and proactively identify actions for continuous improvements.
Duties will include:
* Mailbox management - Ensure all internal & external queries are responded to within 24 hours.
* Be aware of non corporate customers contractual obligations and be confident to hold customers accountable for their contractual obligations
* Completing monthly service reporting where appropriate for each corporate account
* Attend monthly/quarterly service review meetings with the National Account Manager
* Adhoc project support as and when necessary to support the National Account Manager, Commercial Service Manager or other internal departments
* Create close working relationships across other business functions
* Hold strong professional relationships with Corporate Accounts and ensure you are the go to for any service related issues.
* Understand and meet Individual/Team/Business Goals
QUALIFICATIONS AND EDUCATION REQUIREMENTS:
Detailed oriented, analytical and/or technical experience
Demonstrated proficiency's with Microsoft Office Suite software, excellent in Microsoft Excel
Excellent written and verbal communications skills
Ability to work in a fast-paced environment. multi-task, time management and organisational skills
Ability to identify and resolve issues with a sense of urgency
Ability to work as part of a team or independently
Willing to work non-standard business hours as required by customers
Strong ability to prioritise and organise a busy work load to ensure requirements are met according to targets/business needs
