Service delivery coordinator with english

Ideal candidate

• Excellent communication skills
• Excellent organizational skills
• Problem solving skills
• Project Management training (basic)
• Good knowledge of Microsoft Office products
• Proven track record in the delivery of high quality customer service
• Fluent in English

Job description

Purpose of the Role:
• Responsible for coordinating the steady state service delivery to multiple client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction.
• Delivering service that meets SLA and delights the customer
• Developing strong internal and external relationships
• Cost control through a proactive financial aproach
• Assisting the Service Delivery Manager in the transforming and growing the business.

Operational responsibilities:

Act as a customer and internal point of contact for assigned contracts
Be responsible for the effective co-ordination of external / internal queries / escalations
Ensure feedback from the client is sent to the management team to drive the improvement of services
Support of asset management database to agreed data quality levels
Carry out quality checks to ensure quality standards are maintained
Track the performance against SLAs and KPIs
Act as a centre of reference for Client' systems
Responsible for coordinating end to end MACD - Move Add Change Delete
Liaise between customer and Client' Supply Chain and logistics teams
Maintain a Process and Procedure manual
Plan Service Improvement, including Root Cause Analysis
Coordinate and gather Financial data for monthly billing reconciliation
Contribute to the P&L performance through cost control and innovation
Have general knowledge of Client' structural workings and what we sell
Provide necessary support for contract change management
Adhere to agreed processes
Maintain customer relationships
Participate in team meetings and general inputs in day to day improvements
The management of emails, phone calls to be done professionally and timely
Maintain standards when using Hub sites
Other duties as required

Company details

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products, services, and engineering are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships.

We offer an integrated portfolio of products, solutions, services, and IP through our Mode 1-2-3 strategy, built around Digital, IoT, Cloud, Automation, Cybersecurity, Analytics, Infrastructure Management and Engineering Services, amongst others. With a worldwide network of R&D, innovation labs and delivery centers, and 120,000+ ‘Ideapreneurs’ working in 39 countries, HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000.

Website: http://www.hcltech.com