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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 qualification
Years 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 standards
Other requirements - Financial acumen
- Business acumen
- Analytical Skills
- Excellent communication skills
- Computer Literacy (PowerPoint, Word, Outlook & Advanced Excel skills)
- Reporting Skills
- Presentation skills
Core 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
Customer Delivery Supervisor - Gauteng, Johannesburg, South Africa - Altron Bytes Systems Integration
Description
Altron Bytes Systems Integration's job vacancy, Career and Recruitment
Job title : Customer Delivery Supervisor – Midrand jobs in Gauteng
Job Location : Gauteng, Johannesburg
Deadline : May 01, 2024
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