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Head Of Customer Service (M/F)

Michael Page Portugal

30.04.2021 | Lisboa | Referência: 2021015


  PARTILHAR






Head Of Customer Service  (m/f)

Referencia: JN -042021-2563576
Adicionado em 30.04.2021
Sobre os nossos clientes
Our client is the world's fourth largest player in payment services and you will reporting to the Head of EMEA Customer Services.

Descriçăo da oferta

Accountable for successful services delivery in the existing customers, including monthly follow-up meetings with customer representatives. Responsible for overseeing customer services in the organization, handling customer complaints and assisting assigned customer who have questions about the company's services, products or concerns.

Principais responsabilidades

  • SLA monitoring and compliance reporting. Customer Service is responsible for Monthly Service Reviews of Contracted Services and Benchmarking against Committed Service Level Agreement to ensure total customer satisfaction.
    • In addition, responsible for SLA penalties credits calculation, reporting and seeking agreement with customer. Monthly reporting that clearly outline service levels achieved during each month benchmarked against Service Level expected by the customer.
  • SLA internal accounting and interaction with other areas to record and collect SLA with each internal service providers.
  • 3rd party monitoring and management. Customer Service is responsible for monitoring the performance (SLA) & productivity of the 3rd party service suppliers, including the cost control and purchase order generation, aligned with the existing contracts.
  • Customer Service will monitor also the services provided by other functional areas (i.e. repair services) as long as it is part of the customer contracts
  • Establishing strong service relationships with key decision makers from our service areas, subsidiaries, affiliates and partners in a number of countries where company operates.
  • Responsible for validating and updating Service Delivery Guides and Quality plans that explain all the details of Services and how to interact with cpmpany's Support Services including Trouble Ticket Creation, Reporting, Follow-Up and Escalation.
  • Manage escalation of incidents generated internally or by customer. The Customer Service will make sure that all the necessary internal and external steps have been taken and will engage in communicating the affected customer(s) that internal troubleshooting and escalation procedures have been followed.

Perfil desejado

  • University degree in engineering or business administration.
  • Years of professional experienced required: at leat 5 years related experience
  • Sector of professional experience desired: Telecom, Managed services, financial services.
  • PMP, ITIL or equivalent certifications desired
  • Customer Account Management
  • Services Management and/or project management (PMP, ITIL, …)
  • Supplier and /or third-party management
  • Languages (good level required): Portuguese - MUST fluid; English - MUST fluid; French - desirable.
  • Core Competencies: Communication; Interpersonal Skills; Issue Solving; Planning and Organizing

Benefícios adicionais

An excelent opportunity in your career.


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