Roles and Responsibilities:
• Understand the customer's requirements at inception of the orders/service requests/projects and throughout the roll-out.
• To be the first point of escalation and expedite for customer orders/service requests/projects, ensuring all process and escalation levels are adhered to.
• To own the customer interface into the delivery teams, managing communications and compliance to KCI updates.
• To attend (where required) meetings with SD teams to understand and agree customer service improvement plans and to understand and agree new opportunities.
• All commitments are met against internal and external contractual measures and agreed costs.
• Customer improvement initiatives to improve service delivery performance for Customers.
• Required governance of the ordering process to perform against agreed targets outside specific customer targets.
• Agree an overall solution delivery date as well as individual site deliveries to Customer Confirmed Date/Customer Agreed Date.
• Monitor throughput of orders (briefcase time - order entry in Fulfilment systems).
• Coordinate the delivery of customer requirements for products and sites via consolidated order progress tracking systems.
• Keep Customer informed of progress, risks, and issues as per agreed frequency and format.
• Keep relevant internal stakeholders informed of progress, risks, and issues as per agreed frequency and format.
• Pro-actively manage the deliverables against agreed delivery dates.
• Manage changes, risks, issues, problems, solutions, escalations.
• Drive improvements for our customers by producing and maintaining delivery improvement plans.
• Provide the customer with a final and up-to-date Handbook (where applicable) once closure of project has been agreed with the customer.
• To own and drive the resolution of any issue raised to ensure the correct and timely delivery of orders in the region, managing relationships with the Ordering, Installation and Configuration teams and their management.
• Identify risks & progress issues and conduct jeopardy management where required to put in place appropriate actions for successful resolution.
• Pro-actively and effectively manage all escalations and expedites to a satisfactory conclusion in least time possible, in line with escalation process.
• Meet/resolve any Quality and Safety issues that may arise.
• If applicable, provide root cause analysis in case of failure
• To carry out all mandatory training on portal by the required date laid down by the system.
• To comply with the spirit of the "Undertakings" following company policies and reporting known offences and compliance breaches. Skills and education:
1-2 years professional experience within tele/data communications environment (Advantageous)MatricGood knowledge across Telecom and products and services relevant to delivery areas.Effective engagement and communication skills.Good record of delivering against pre-determined requirements, in reasonable timescales, according to scope and quality.Detailed knowledge about product delivery processes, interfaces, responsibilities, systems, tools.Good understanding of products & services aligned to how these meet each client's business imperatives.Good knowledge of basic delivery process steps end-to-end for all products under the remit of the Service Delivery Professional (from Customer Order Signature, through the various hand-offs, through to Billing)Know what each team in the Service Delivery process do together with their area of responsibility.Be familiar with the different systems for managing an order and its delivery end-to-end.Be able and know how to track orders through each of the process steps.Know how to derive reports, or be capable of securing visibility of orders through the pipeline end-to-endHigh level of customer focus and the ability to lead on behalf of the customer. Manage customer expectations, keep the customer informed, and own the customer experience end-to-end.Ability to proactively manage orders through their life cycle.Ability to build strong working relationships.Demonstrate excellent stakeholder management both within and outside Client Org.Ability to influence stakeholders specifically the MFU's. Customer Service
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