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Account Service Specialist

8.00 to 10.00 Years   Pune   08 Jul, 2021
NTT Global Delivery Services Limited
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software,Sales / BD
EmploymentTypeFull-time

Job Description

  • 8 years of relevant experience
  • Proficient in Windows-based operating environment, specifically in Word, Excel, PowerPoint, Visio, and Outlook. Advanced customer interaction skills
  • Manage the performance of services to customers (24 x 7, 365 days per year), ensure that service levels are achieved in line with contracts and that customer s expectations are met
  • Advance desktop management skills, basic server and networking skills
  • Ultimate responsibility for ownership of all customer s incidents or logged service requests
  • Track the incidents to conclusion in line with SLAs and quality standards;
  • Manage critical customers incidents, associated to customer communication, activities and any appropriate escalations;
  • Provide information about incidents analysis and KPIs
  • Review performance reports, service improvements, service quality and processes
  • Provide management and performance reports
  • Trains new employees and provides continued training when new procedures become necessary
  • Review and creation of SOP
  • Manage the complete site operations with on time and proactive response to stakeholders
  • Proficient in escalation handling.
  • Should be able to perform monthly ticket Audits.
  • Should be able to lead a team with constant and effective feedback mechanism
  • Regular 1*1 with the team members with documented feedback.
  • Excellent in spoken and written English.
  • Should be able to prepare and present monthly reviews to stakeholders
  • Efficient in time, vendor, stakeholder and team management.
  • ITIL/MCP/ MCSE/other hardware certifications
  • Graduate degree, technical college or some college
,

Keyskills :
business developmentmanagementdeliverydrivinginventory managementservice levelsservice qualitysite operationsquality standardsmanagement skills

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