Operations Service Delivery Specialist
hace 1 mes
We are seeking a highly skilled Operations Service Delivery Specialist to join our team at Nitel. In this role, you will be responsible for delivering exceptional customer experiences while meeting Service Level Agreements (SLAs).
Key Responsibilities
* Manage all aspects of the service delivery process for customers with fewer than twenty (20) locations and simple product solutions.
* Build all 'deals' with adherence to department guidelines and processes.
* Submit order requests to vendors via email, official order forms, Access Service Requests (ASRs), or online ordering portals, and monitor for order acknowledgment and/or confirmation.
* Manage and complete all assigned tasks within Hyperdrive (Customer Relationship Management (CRM) platform) and keep your tasks and order status up to date with order details and project comments.
* Ensure data accuracy of information in the CRM platform.
* Follow-up for the Carrier Site Survey Results, communicate results and site requirements to customer.
* Ensure on-time delivery of service and related project dates.
* Communicate with the customer on order-related details as needed. Overall responsibility for customer and Vendor Escalation Management
* Meet quality, productivity, turnaround time and other expectations.
* Help ensure continuous improvement of processes and customer service.
* Investigate and respond to inter-departmental inquiries.
* Coordinate and schedule calls with customers who prefer verbal updates, ensuring timely and informative communication.
* Engage in weekly calls with vendors to obtain project status updates, resolve issues, and ensure alignment with project goals.
* Validate service performance to meet customer expectations following order completion.
* Assist customers with basic account inquiries, such as contacting/engaging account managers to get change / MACD (Move, Add, Change, Delete) orders issued.
* Meet and exceed individual productivity and departmental goals.
Requirements
* Experience in a fast-paced customer service role or office work experience with web-based tools and data entry
* Excellent communication skills
* Advanced English Speaker skills (B2+)
* Proficiency with Microsoft Office Suite
* Self-motivation, excellence organization skills, and an eye for detail
* Telcom/networking experience a plus
Our Values
* Put Customers First
* Think as an Owner
* Win as a Team
* Act with Integrity
* Be Better Every Day
We offer a dynamic and fast-paced work environment where you can grow and develop your skills. If you are a motivated and customer-focused individual, we encourage you to apply for this exciting opportunity.
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