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Junior Service Manager

GTT

GTT

Sofia, Bulgaria
Posted on Thursday, June 6, 2024

The Primary responsibility of the Junior Service Manager is to support Senior Service Managers in the preparation of service review meeting and reporting for our largest customers.

This role includes responsibility for but is not limited to the following functions.

  • Working hand in hand with Senior Service Manager, looking to provide operational satisfaction to the customer.
  • Assist the Senior Service Manager in collecting, analyzing, and presenting data for service reporting and service reviews.
  • Supporting the implementation of Service Reporting for our customers
  • Ensure data quality by identifying and correcting potentials errors.
  • Collaborate with operational teams to ensure consistency in data and reports.
  • Bringing added value in the customer service reporting.
  • Ensuring that the service reporting we deliver meet the agreed service levels.
  • Enhance efficiency.

EXPERIENCE REQUIRED:

  • Expert in Microsoft office suite (MS Excel, PPT etc.)
  • In-depth knowledge of reporting tools and data analysis
  • Previous customer handling experience is an added advantage.
  • Experience in a Managed Services / Telecoms / ISP environment.
  • Depth of understanding of the processes and practices of Customer Support and Service Levels.
  • Ability to understand operational process & procedure.
  • Added value: ITIL foundation certified.
  • A fluent English speaker (multi language is an added value)

PERSON SPECIFICATION:

  • A committed team player
  • Self-reliant
  • Strong analytical skills
  • Attention to detail and the ability to ensure report quality and accuracy.
  • Persuasive, influential and an effective communicator
  • Excellent time management and prioritization skills
  • An ability to recognize potentially serious issues quickly and drive to resolution.
  • Ability to interact with different department internally.
  • Understand quality management system and operational processes.