Description

Perfil ideal

RESPONSABILIDADES

Responds to contractual incidents, alerts and complaints by identifying, monitoring and recording information
They will work closely with Service Delivery Management and Process Management and will be aligned to the customers
Follows established processes / systems and recommends improvements to these as appropriate to resolve routine customer enquiries
Documents actions taken to resolve enquiries
Takes ownership for documenting, and monitoring adherence to all account related processes
Ensures the processes in place are aligned with the contractual requirements.
Acts as point of escalation and owns management of the processes leading to successful resolution of the escalated issue
Responsible for the implementation of any new processes resulting from account changes as well as ensuring full team engagement in the new developments
Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA
Monitors performance through statistical reporting and analysis.Analyses and identifies areas of improvement to the service to ensure customer satisfaction
Prevents negative trends by properly raising and reacting to performance and progress gaps
Owns and accepts personal responsibility for customer problems and champions customer issues to resolution
Builds and enhances strong customer relationships and acts as an escalation point for the customer
Takes responsibility for learning about all current customer needs

Local

Trabalhar connosco

Integração em empresa multinacional nossa parceira de referência na área das TI
Na Desarrollo de Medios y Sistemas Portugal – DMSTI, os consultores integram projectos desafiantes, com base tecnológica em diversos sectores de actividade
Formação certificada pela DGERT na área das TI

Candidate-se

Envie o seu CV actualizado para [email protected] com a referência "Service Controller"

Short Info