| Job Title: |
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Service Delivery Executive |
| Category: |
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Client Services |
| Total Positions: |
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1 |
| Job Location: |
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Lahore |
| Gender: |
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No Preference |
| Minimum Education: |
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Bachelors |
| Career Level: |
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Experienced Professional |
| Minimum Experience: |
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2 Years |
| Salary Range: |
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PKR 25,000 to 40,000 per Month |
| Apply By: |
|
Nov 10, 2020 |
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| Job Description: |
- Single point of contact for customer in managing task/project tickets.Driving day-to-day operations and work-plan allocation/management for respective company offered services.
- Ensuring that all deliverables meet the quality standards,Ensuring smooth onsite/offshore/shift hand-offs of daily activities, Analyzing reasons for dip in SLA in respective functions.
- Ensuring process and SLA adherence,Collating and participating in performance reviews regularly with the customer to review the service achievement and service performance, against the SLAs and OLAs,Monitoring productivity of the department and suggesting improvement methods.
- Being first point of escalation for all technical and process issues.Performing RCA for major incidents.
- Following the quality/security process defined for the engagement.
- Implementing changes as per the change management process.
- Ensuring proper communication and quick resolution during P1 incidents.
- Liaising with all necessary parties to coordinate change management activities, build/test activities and implementation in accordance with schedules Responsible in handling 24x7 support .
- Experience in Helpdesk or Project Management roles will be a plus point.
- Expert in communication, Company policy & profile management. Proficient in Capacity Forecast & Performance Management of published resources.
- Excellent troubleshooting and analytical skills.
- Ensure proper communication and quick resolution as a crisis handler.Conduct periodic reviews with teams.
- Weekly and monthly status reports to management. Participate in business meetings with various stakeholders.
- Take corrective actions based on the customer satisfaction surveys.
- Drive service improvement programs.Take corrective actions based on the customer satisfaction surveys Drive service improvement programs
- Qualifications Minimum Bachelors Degree from a reputable University.Good understanding of Retail Customer Services.
- Experience of working with Retail Customers in an operational service delivery environment Strong customer service ethos Strong commercial acumen and understanding of billing processes and systems Good team player with ability to work effectively both independently and within a matrix team environment Good analytical skills – able to use datasets to deliver required business outcomes IELTS 7.5Professional CV/Resume Minimum 2 Year professional experience
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| Company Information |
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Company Name: Ubiquify Digital
Company Description:
engineering breakthrough experiences
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