Oferta pracy

Service Process Administrator

Fujitsu Technology Solutions Sp. z o.o.About the company

  • Fabryczna 17, Łódź
    Łódź, Łódź
  • Offer expired a month ago
  • Remote recruitment
  • contract of employment
  • full-time
  • specialist (Mid / Regular)

Fujitsu Technology Solutions Sp. z o.o.

Fabryczna 17

Łódź

Your responsibilities

  • Follows established processes / systems and recommends improvements to these as appropriate to resolve routine customer enquiries.

  • Documents actions taken to resolve enquiries.

  • Takes ownership for documenting, and monitoring adherence to all account related processes.

  • Ensures the processes in place are aligned with the contractual requirements. Acts as point of escalation and owns management of the processes leading to successful resolution of the escalated issue.

  • Responsible for the implementation of any new processes resulting from account changes as well as ensuring full team engagement in the new developments.

  • Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA.

  • Monitors performance through statistical reporting and analysis.

  • Analyses and identifies areas of improvement to the service to ensure customer satisfaction

  • Prevents negative trends by properly raising and reacting to performance and progress gaps.

  • Owns and accepts personal responsibility for customer problems and champions customer issues to resolution.

  • • Builds and enhances strong customer relationships and acts as an escalation point for the customer.

  • Takes responsibility for learning about all current customer needs

  • Excel knowledge is an asset

Our requirements

  • Quality of data (in databases or reports)

  • Productivity statistics

  • Customer satisfaction score

  • Quality of reports and work in relation to standards/Service Level Agreement, compliance and time.

  • Ensure the Incident / Change / Problem / Knowledge Management process, procedures and work instructions are adhered to by all relevant parties

  • Monitor and report on the effectiveness of the Incident / Change / Problem / Knowledge Management procedures

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • remote work opportunities

  • flexible working time

  • integration events

  • extra social benefits

  • shopping coupons

  • sharing the costs of tickets to the movies, theater

  • christmas gifts

  • employee referral program

  • charity initiatives

  • Happy Friday (one shorter working day)

  • Online initiatives