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IT Service Delivery Manager Job in Philippines
ease solutions Pte Ltd , Philippines

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Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Requires Traveling
No
Career Level
Telecommute
No
Qualification
Bachelor's Degree
Total Vacancies
1 Job
Posted on
May 1, 2021
Last Date
Aug 1, 2021
Location(s)

Job Description

We are looking for an experienced IT Service Delivery Manager to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.


Responsibilities
  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Take ownership of customers issues and follow problems through to resolution
  • Manage customer escalations
  • Set a clear mission and deploy strategies focused towards that mission
  • Develop service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyse statistics and compile accurate reports
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Control resources and utilise assets to achieve qualitative and quantitative targets
  • Adhere to and manage the approved budget
  • Plan shifts and public holiday availability of support team
  • Maintain an orderly workflow according to priorities

Requirements

  • Proven working experience in international IT Service Desk
  • Work experience in BPO company
  • Candidates with updated ITIL certification preferred
  • Excellent knowledge of management methods and techniques
  • Proficiency in English
  • Working knowledge of customer service software, databases and tools
  • Awareness of industry’s latest technology trends and applications
  • Ability to think strategically and to lead
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation

Benefits

  • Paid Time Off
  • Flexible working time
  • Medical

Job Specification

ease solutions Pte Ltd

Information Technology and Services - Cebu City, Philippines