Tirane, ofroj vend pune Customer Service and Operations Manager
- Tirane
- Tipi
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- me orar te plote
- Fusha | Profili i punes
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- Agjent shitje | Menaxhim shitje
- Gjuha
-
- Gjuha?
- Eksperienca
- vetem me eksperience
Customer Service and Operations Manager
Aim of the job
Manage all the services associated with one or several solutions/systems delivered
Responsibilities
As designated Point-of Contact (PoC), manage customer accounts for solutions/systems delivered
· Support deployment of solution/system under supervision of Project Management and System Integration by building, training and making CSO team available on a timely manner.
· Establish and maintain CS organization to ensure CS services are delivered within budget while meeting defined objectives in SLA, KPIs and other contractual requirements and approved operational standards
· Ensure customer expectations are met or exceeded in developing strong account management relationships
· Establish and maintain a support environment to respond to customer requests and incident reports; determine underlying causes to reduce incident report levels
· Work with customers to expand and broaden business beyond existing business levels
· Establish, maintain and oversee processes to ensure order processing, billing and other commercial arrangements are executed in support of contracts
· Establish and manage external networks and arrangements to provide contract resources and services to meet contract requirements in the most cost effective manner
· Recruit, develop and agree performance standards for the local technical operations team
· Ensure records and archives are maintained to support business requirements
· Assist other CSU teams in improving global CSU standards and procedures
Specific knowledge
· Strong analytical and problem solving skills
· Demonstrated leadership in service and customer orientation with excellent customer relationship skills
· Results oriented and goal driven achievement with strong quality focus
· Experience in asset management, including asset planning, inventory, tracking and auditing
· Experience in manufacturing environment is essential
Personal qualities
· Excellent people leadership and interpersonal skills, effective communicator, innovative and good influencing skills
· Proven ability to lead and manage a specialist, high performing and multi-cultural team. Setting and clearly communicating direction and performance standards to ensure all staff are motivated to achieve business goals
· Ability to engender positive and reliable work attitude when confronting with high pressure business situations
Education and experience
- Bachelors degree or equivalent working experience in Service Delivery
- 5-10 years in a comparable position
- English
Tel. : ss.albania@mail.com
Cel. : gd1212@mail.com