Senior Service Operations Specialist

3 days ago

Budapest Debrecen Pécs Szeged, Czech Republic beBeeResponsibility Full time €40,000 - €60,000
Customer Service Manager Job Description

As a Customer Service Manager, you will play a pivotal role in driving customer satisfaction and loyalty by overseeing the delivery of exceptional service experiences.

Key Responsibilities:
  • Accountable for managing contract fulfillment, focusing on time, quality, and cost.
  • Responsible for developing offers for contract expansions and simple renewals, as well as escalation and claim management.
  • Accountable and responsible for end-to-end execution of standard farming and upselling.
  • Identifying and managing opportunities in contract-related standard/product business is essential.
  • Strong overall responsibility for single contracts combining multiple product offerings.
  • Coordinate service delivery activities between organizational units and supervise their work.
  • Ensure compliance with deadlines and expected service levels.
  • Apply adequate project delivery methodologies, tools, techniques, and processes.
  • Manage financial and service reporting, along with monthly billing procedures.
  • Responsible for external/internal cost-saving initiatives, as part of continuous improvement.
Requirements:
  • A minimum of 2-3 years of professional experience in the IT industry, specifically in Service Delivery Management is required.
  • Applying ITIL and Agile concepts, with hands-on experience in Process management is crucial.
  • Excellent communication skills are essential, with fluency in German (C1 or B2 level) and English (B2 level or higher).
  • Presentation and moderating skills should be strong.
  • Ability to prioritize multiple projects with shifting deadlines is necessary.
  • Flexibility and willingness to expand beyond traditional Service Delivery Management approaches are advantageous.
  • Routine utilization of ticketing tools, along with a solid understanding of security protocols is expected.
  • Knowledge of networking and cloud technologies is an added benefit.

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