Customer Delivery Supervisor
1 month ago
Job title : Customer Delivery Supervisor – Midrand jobs in Gauteng
Job Location : Gauteng, Johannesburg
Deadline : May 01, 2024
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Job Description
DELIVER EFFICIENT AND EFFECTIVE CUSTOMER DELIVERY SERVICE:
Carefully assess and prioritise all incoming calls; Ensure all IMO’s are fulfilled in the required time frame Build and retain strong and scalable inter-personal relationships with relevant Service Account Manager Ensure monthly PM’s are moved to regions for execution Ensure the successful execution on all quote calls within the required timeframe (excluding QAPP status) Ensure daily system syncs between Astea and customer systems Ensure the successful billing of all closed Service Orders Ensure data integrity on all closed Service Orders Ensure SLA corrections are actioned on a daily basis within the required time intervals. Escalate internally all SLA concerns within Operations to the Regional Customer Service Manager Become the subject matter expert on assigned accounts and associated service management principles Ensure sound knowledge of Customer Account Plan and services section of the contract Fulfil the role as the “go to” person for any Service Level Agreement queries on the nominated account. Ensure the successful performance of direct reports, timeously correcting poor performance Ensure on-going improvement in the training and development of direct reports Review ISO policies and procedures on an on-going basis to ensure that these are in line with the current requirements of our business and are operationally fit. Manage departmental budget and ensure that ensure that expenses are within budget.Educational Qualifications:
Matric or NQF equivalent Service Management qualificationYears of Experience
3 years relevant service management and operational experience within the IT industry Sound knowledge of service management principles and procedures Understanding of project management Sound knowledge of ITIL principles and ISO standardsOther requirements
Financial acumen Business acumen Analytical Skills Excellent communication skills Computer Literacy (PowerPoint, Word, Outlook & Advanced Excel skills) Reporting Skills Presentation skillsCore Competencies
Attention to detail Analytical & Critical Thinking Strategic Execution Conflict Management Customer Service Orientation Managing Change Managing teams Initiative & Drive Commitment to accuracy & quality Functional Planning High standards of Integrity Decision Making Strong individual personality Self confidence Problem Analysis Perseverance Delegation and Control*Customer Service jobs in south africa
*Customer Delivery Supervisor – Midrand in Johannesburg
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