Client Delivery Manager - EUC - Urgent Role

Roles & Responsibilities:

• Serves as a dedicated strategic partner to key account customers.
• Provides support in the day-to-day management of one or more key customers.
• Ensures client satisfaction in the delivery of Information Technology (IT) services by acting as the first point of escalation for service issues and accountability for the relationship with the client.
• Maintains accountability for account-specific service problems and for prioritizing service requests.
• Offers exemplary customer service, including maintaining EUC key account customer relationships and ensuring repeat customers by upselling products and services and taking care of any customer concerns or complaints quickly and professionally.
• Responsible to manage the Service Level Agreement (SLA) performance, drive for meeting the SLA, conduct monthly SLA meeting, and assist on contract renewal.
• Assess SLA statistics and prepare detailed reports on the findings.
• Monitors client feedback and complaints to define patterns and solutions to prevent recurring issues.
• Create effective customer service procedures, policies, and standards.
• Maintain accurate records and document all customer service activities and discussions.
• Identify and implement strategies to improve quality of service, productivity and profitability.
• Co-ordinate and manage customer service projects and initiatives.

Requirements:

• Candidate must possess at least a Diploma or Bachelor’s Degree in Computer Science/ Information Technology or equivalent.
• A minimum of 5 years’ proven experience in a customer service position for similar/ related business, industry, and market, account/program management, service delivery, and financial analysis.
• Outstanding written and verbal communication skills.
• Good understanding of management practices and techniques.
• Excellent leadership and interpersonal skills.
• Computer literacy in order to type up reports, results and details of customer interaction The ability to maintain calm under pressure, open minded and eager to learn.
• Good knowledge in client service orientation, dealing with difficult situation, developing others, team leadership, teamwork and cooperation.
• 12 months renewable contractual base.