WHY IS THIS A GREAT OPPORTUNITY?
Be a part of our team! We are constantly looking for ways to improve the way we deliver to our customers all over the world.
With technology rapidly evolving, customer expectations are changing and we make sure that we deliver exceptional client service.
In order to make this happen, we are creating the best team of people who have the same mindset as ours. Think you have what it takes to be one of us?
We are looking for a Service Delivery Specialist (Customer Relationship Manager) for our Japan office.
The Service Delivery Specialist's primary role purpose is to contribute to the retention and growth of a portfolio by providing the key delivery interface within our company and ensuring effective service delivery to customers.
Specifically, the role’s accountabilities include :
Management of a portfolio of customers using the service management framework
Be the primary service relationship interface between customers for activation / assurance / billing issues
Plan and execute on the service management framework though service review meetings, service improvement and strategy plans and relationship health checks
Foster open communications between all stakeholders, establish relationships and clear understanding of accountabilities
Be an effective point of escalation for customers and stakeholders, as required, to manage and resolve service delivery issues, and support the sales process
This role has a requirement for out of business hours escalation support for customers with complex servicing requirements
Development of partnerships between customers, vendors and sub-contractor organization to address business opportunities
Review the ongoing service delivery and assurance activities and provide periodic reports
Drive appropriate initiatives and improvement plans to achieve increased customer satisfaction
In conjunction with the sales teams, identify and proactively manage a sub-set of their portfolio
Own and drive to completion NPS (Net Promoter Score) issues on a SIP (Service Improvement Plan) and implement action plans as required
Ensure delivery & assurance systems have updated Customer profiles
Promote online applications (portals) through demonstrations and workshops
We are looking for someone with the following qualifications :
Proven understanding and knowledge of Telecommunications / IT products and global data services
Minimum of 5 years of experience as a Service Manager with customer facing service or significant customer relationship management experience
Ability to establish and build ongoing relationships with customers and suppliers and a demonstrated ability to manage stakeholders across these groups.
Effective planning and organizational and multi-tasking skills
Good analytical and systems skills
Focus on problem solving through analysis and research, meticulous with details
Good interpersonal skills and strong team worker / player
Good oral and written and communication skills in English. Fluency in Japanese is a must have skill.
Demonstrates maturity and good business acumen, particularly in a client facing role
ITIL V3 Foundation certification is an added advantage
Some technical and / or engineering knowledge is an advantage
Be able to win stakeholder support and to be able to engage the right people in the right way
Influencing stakeholders, forming networks, building cohesive relationships
Be able to build effective relationships as a way of influencing customers
Engagement with various levels of our customers, interpreting customer requirements, meeting regularly with the sales teams to review customer profiles and future growth planning
Be able to recognize and apply the skills knowledge of service management concepts and disciplines
University - Bachelor's Degree / 3-4 Year Degree