Now
Pooled Service Manager
Find your best career opportunity and #growITwithus!
Job description
Pooled Service Manager (SM) ensures that company´s products and services are supported to operational contractual commitments and service level agreements, on behalf of designated global strategic MNC’s.
The SM has ownership of the Customer Service Experience (customer satisfaction) and builds relationships of trust and integrity whenever possible and needed with aligned (pooled) customers by demonstrating a comprehensive understanding both of the company’s business requirements and the client´s products and services that are used to support these requirements.
SM owns the customer experience, acts as a “gap filler” and builds relationship within the company and other service provider groups to ensure that people within these groups understand and respond to Client and SM requests and requirements.
Currently looking for:
- Location: Kosice
- 1 person for EMEA (9:00am-5:30pm)
- Languages: fluent English
- COW: 1200 EUR gross
- Start date: ASAP
- Candidates with previous experience from AT&T preferred
#LI-ZV1
Your responsibilities
- Point of Client escalation
- Point of internal escalation and enquiry
- Supporting across Assurance, Delivery and Billing
- All products and services including NI and 3rd party
- Providing Client facing reports (ad hoc and rare need only)
- Maintaining Customer specific service guides
- Participation/Leadership on Client calls
Extra ad hoc duties that might be applied:
- Analysis and recommendations based on available data/reports
- Including capacity management, site resiliency
- Creating and managing Service Improvement plans
Our requirements
To succeed at this job, you must have:
- Ability to work under pressure and when required
- Proactive approach to avoid issues and risks
- Good understanding of the company´s Business portfolio and technology
- Familiar with financial terminology, contracts, invoicing, Service Level Agreements
- Very good interpersonal skills: Empathy; Respectfulness; Ability to lead corrective action; persuasive and diplomatic. Common sense is the key!
- Ability to multitask in a complex environment and deliver to timescales
- Pragmatic, lateral thinking and problem-solving skills. Analytical and resourceful
- Understanding of geographical and cultural, human and business differences
- Presentation skills
- Sufficient seniority to interact at senior levels within an organization
- Ability to work in isolation and on own initiative in highly pressured situations
- At least 2 years’ experience in a global network service role or 2 years with a customer facing role
- Sales- or Project management experience is an additional advantage
Benefits
- Internal Mobility Program – enjoy many opportunities for career growth, job rotations, diversity of projects & technologies
- Referral Program – enjoy cooperation with your colleagues and get a bonus!
- 5/10 Years NATEK Club – we offer long-term cooperation and celebrate each fifth-year cooperation anniversary with gifts
- NATEK CSR Events & team buildings – enjoy our values: accountability, partnership and expertise and #workITwithus
- Education – benefit from our know-how, learning courses and certificates and IT events – be part of the community of leaders of the industry and take part as a speaker or a visitor
- Technical and Personal training
- Language courses
- Medical Healthcare
- Cafeteria
- Multisport
- Live insurance
- Financial Contribution for Meals
- Recreation contribution
- Bonuses for Personal Events
Meet NATEK talents
And check our social media:
In NATEK you will have a chance to share your passions with other coworkers: Oksana and Wojtek made some kilometers for our #ActivityForCharity challenge.
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