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Business Area: Onboarding to Resolution - Order Management
Responsible for a variety of Service Delivery programs and policies, often encompassing several areas of Service Delivery including technical support, customer service, field service, etc. Assignments may include development, implementation, and evaluation of programs or policies, and may focus on service delivery within a segment of the organization. May work with or manage external vendors to develop, administer, and/or evaluate programs.
Investigates the cause/s of service delay and escalate them to prevent another interruption of service.
Proactively communicates to the customers and all other parties involve for any service related updates (i.e. service delay, special arrangements, response on customer requests, etc.)
Reviews and identifies top drivers of misses and communicates this to stakeholders to work together and put recommendations for resolutions.
Catches potential missed calls proactively through monitoring, verifying, intercepting and modifying orders/activities that were placed in the system on a timely manner during the intraday process.
Monitors end to end flow of all MPS and CSS Accounts Jobs until resolution; this includes the monitoring of the following: Back Order Parts, Back Order Printers, Orders stuck in the system and all other job flows in system to make sure they are going through the systematic happy path. This requires proactive liaising with other teams.
Bachelor's degree holder
2 years customer service experience
Proficient in English both oral and written
Proficient in MS Office (Word, Powerpoint, Excel and etc)
You may send your application to firstname.lastname@example.org.