Global Customer Experience Specialist

3 days ago

Manila, National Capital Region, Philippines beBeeServiceDelivery Full time ₱60,000 - ₱80,000
Job Title: Service Delivery Manager

We are seeking a seasoned professional to fill the role of Service Delivery Manager, where they will oversee the management of customer relationships and ensure seamless service delivery across our global device lifecycle programs.

The ideal candidate will possess a strong background in IT services and customer relationship management, with at least 3 years of experience in a similar client-facing role. They should be well-spoken and well-written in English, with excellent communication and problem-solving skills.

Key Responsibilities:

  • Customer Advocacy: Serve as the primary customer-facing representative for your region, building trusted relationships and ensuring ongoing satisfaction.
  • Issue Resolution: Field customer inquiries, troubleshoot issues, and coordinate with internal teams for timely resolution.
  • Service Monitoring: Monitor and track the progress of workflows to ensure requests are fulfilled correctly and on time.
  • Performance Metrics: Track SLAs/KPIs and identify any service gaps that need to be addressed.
  • Process Improvement: Serve as the bridge between customers and our internal teams, providing valuable insights and feedback to enhance workflows and service quality.

Required Skills and Qualifications:

  • Experience: At least 3 years of experience as a Service Delivery Manager or a similar client-facing role in IT services or enterprise technology.
  • Language Skills: Well-spoken and well-written English is required.
  • Technical Acumen: Strong background in customer relationship management and issue resolution, with a familiarity with ServiceNow or other IT service management platforms.
  • Collaboration: Proven ability to coordinate across distributed teams and global stakeholders.
  • Problem-Solving: Excellent communication and problem-solving skills with a proactive approach to issue management.

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