Are you a German speaker and you enjoy working remote in Romania? Let us virtually meet and discuss more details about our open roles!
What you'll be doing :
Establish initial communication with the customer ( welcome call’) for incoming new orders and provide regular updates through the delivery until order closure.
Responsible for the end to end relationship for both internal and external customers. Take responsibility for service implementation and act as primary interface for customers, internal departments and business partners or all implementation activities throughout the whole order life cycle within given timescales.
Where required provide reporting to the customer as per defined formats.
Ensure all KCI (Keep Customer Informed) / KPI (Key Performance Index) are delivered against agreed targets working with organizations to ensure it is achieved, maintain a high focus and drive on performance and operational jeopardy management.
Manage customer escalations / expedite in line with the escalation / expedite process, provide root cause analysis outcome on failed installs to customer.
Responsible for customer satisfaction (Net Promotor Score, NPS) measures in relation to the provisioning stages of all orders assigned and managed on behalf of the customer.
Perform order validation with the customer and update order records if necessary.
Act as the single point of contact for all internal and external escalations, expedites and inquiries related to order delivery..
Manage the order workflow in internal systems (CRM applications), asset inventory and other business applications provided or agreed by business to ensure all are reflecting the current state of the delivery.
Accountable for ordering and tracking multiple and complex infrastructure products and services, including but not limited to access and CPE ordering.
Manage all aspects of changes (In-Flight Change) related to the orders.
Coordinate with the central config team to ensure proper configuration is built in time.
Schedule and arrange the RTT and Migration calls with all necessary parties and ensure the necessary resources are booked (note : may not need to attend the calls always).
Manage circuit (Access with third party suppliers) issues with the access suppliers, open incident tickets and follow-up if necessary.
Notify customer about service activation completion and prepare all necessary documents (SAF).
Ensure order is properly closed, including hand over into maintenance (HOTM), update back-end tools, inform billing team and resolve inventory issues.
Responsible for co-ordinating and managing early life failures
Complete Root Cause Analysis when necessary and contribute to Service Improvement Plan creations.
Act as an SME towards account and sales teams and be consulted for supplier selection, timelines and delivery constraints that can ensure setting the right expectations and set up delivery for success.
The skills & experience you need :
Fluent English and German
Customer focused mind-set
Expert level knowledge in using Office Productivity tools like Excel, PowerPoint and Outlook, MS teams etc.
Drive for performance and results proactively
Team player, open and co-operative
Out of the box thinking
Systemic & analytical thinking
Self-confidence and self-sufficient while working alone
Strong communication and stakeholder management skills both verbal and written
Experience in managing complex processes and multiple suppliers is preferred.
Ability to quickly oversee complex processes and products.
Problem solving and initiating corrective actions
Ability to analyse and respond to complex customer service requirements.
Able to manage multiple tasks, customers and priorities in a demanding environment.
What we offer?
Great career opportunity with a leading international outsourcing company
Opportunity of personal development in a multinational working environment
Competitive salary with attractive set of social benefits
Access to a variety of benefits available through a flexible package that can be customized depending on each employees’ needs
Personal and professional development through a variety of training programs (hard / soft skills)