We are looking for an experienced IT Service Delivery Manager to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.
ResponsibilitiesImprove customer service experience, create engaged customers and facilitate organic growthTake ownership of customers issues and follow problems through to resolutionManage customer escalationsSet a clear mission and deploy strategies focused towards that missionDevelop service procedures, policies and standardsKeep accurate records and document customer service actions and discussionsAnalyse statistics and compile accurate reportsRecruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowermentKeep ahead of industry's developments and apply best practices to areas of improvementControl resources and utilise assets to achieve qualitative and quantitative targetsAdhere to and manage the approved budgetPlan shifts and public holiday availability of support teamMaintain an orderly workflow according to prioritiesRequirementsProven working experience in international IT Service DeskWork experience in BPO companyCandidates with updated ITIL certification preferredExcellent knowledge of management methods and techniquesProficiency in EnglishWorking knowledge of customer service software, databases and toolsAwareness of industry's latest technology trends and applicationsAbility to think strategically and to leadStrong client-facing and communication skillsAdvanced troubleshooting and multi-tasking skillsCustomer service orientationBenefitsPaid Time OffFlexible working timeWork from homeMedical
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