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Service Delivery Coordinator

Date: 27-Dec-2021

Location: Taguig City, Philippines

Company: Canon

Purpose

A Service Delivery Coordinator's core role is to assist the Service Delivery Managers (SDM) to maintain strong customer relationships and satisfaction. A good understanding of the business services with an ability to identify and analyse areas of improvement is key to making this role a success

 

Essential duties

  • SDM lead for small-scale customers.
  • Facilitate provisioning, decommissioning request.
  • Approve Change request on behalf of SDM and assigned customers.
  • Answer and manage incoming and outbound calls.
  • Ticket creation and management.
  • Acting as Backup SDM and point of escalation for internal teams.
  • Daily Checks review for high priority incidents and tickets with no updates
  • Assist with month end tasks such as weekly review of potential billable jobs, closing tickets that fall within contracted services, updating tickets with the correct rates or goodwill.
  • Gathering feedback for dissatisfied surveys from internal teams.
  • Investigation on invoice queries.
  • Assist with the creation of monthly reports.
  • Project coordinator for HarbourNet services – onboarding and decommission.
  • Review and process third party invoices.

Qualifications & Experience

  • 1-3 years of Experience in Coordinating
  • Any Bachelor’s degree course graduate or undergraduate
  • Good Comms Skills
  • Good MS office Skills (esp. Excel and PowerPoint)

 

Skill Sets

 

 

  • Exceptional customer service.
  • Strong verbal and written communication skills.
  • Attention to detail with good understanding of contractual agreements and deliverable.
  • Build rapport with ease with internal and external stakeholders.
  • Reliable, confident, uses initiative and takes ownership.
  • Ability to multi-task, prioritize, and manage time effectively.
  • Analytical and the ability to problem solve.
  • Proficiency in MS Office with expertise in Microsoft Word, PowerPoint and Excel.
  • ITIL.