Specialist: Service Delivery
2 weeks ago
**Service Delivery Management**
Coordinate the service delivery of clients and ensure that customer requirements are met and exceeded. Engage with cross-functional teams ensuring that service delivery is on time.
Engage with customers, ensuring feedback is given timeously.
Manage the Order to Cash Process with focus on revenue, delivery count and meeting customer required dates.
Engage with the Bid Office for RFP responses.
Ensure that systems are updated and that Turn-around timeframes are adhered to.
**Customer Incident Escalations Management**
Acknowledge, understand and manage customer and Service Delivery issues. Co-ordinate with the respective internal departments and manage the escalation to resolution speedily.
Escalate to internal department management to ensure that the customer issue is resolved timeously.
Coordinate and submit progressive and accurate updates to customers on their escalations.
Escalate to vendors/3rd party contractors and manage these escalations to resolution to ensure finality on matters.
Manage internal escalation tracking meetings to ensure all parties remain aware of their role.
Attend customer escalation meetings with KAM’s and Operational Teams.
Manage and ensure that all and any arising Action Plans that may arise from the customer meetings are completed within the timeframes committed to customer to maintain high levels of customer satisfaction.
**Customer Satisfaction**
Monitor transaction feedback. Identify areas for improvement of overall customer satisfaction and implement strategies and processes as necessary to constantly improve customer service.
**Innovation/Continuous Improvement Program**
Participate in developing system, process and procedure efficiencies and in training and development programs to ensure service is always at the highest levels.
Collaborate with IT to develop reports to drive efficiencies across various departments internally to improve service delivery.
**Qualifications**
Prince 2 Foundation/Practitioner
Microsoft Office proficiency
A technical tertiary qualification would be advantageous
Good understanding of technology, products and services offered by Liquid and the telecommunications industry.
**Experience**
A minimum of 3 years in the ICT sector with at least 1 year in Telecommunications
Relationship management experience and dealing with customers at all levels is a requirement along with experience dealing with cross-functional work groups
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