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Business Support Coordinator

3 months ago

Pune, Maharashtra, India Fujitsu Full time


Job Description:1.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 Takes ownership for documenting, and monitoring adherence to all account related processes.2.Follows established processes/ systems and recommends improvements to these as appropriate to resolve routine customer inquiries3.Documents actions taken to resolve enquiries4.Takes ownership for documenting, and monitoring adherence to all account related processes5.Prevents negative trends by properly raising and reacting to performance and progress gaps6.Takes responsibility for learning about all current customer needs7.Acts as point of escalation and owns management of the processes leading to successful resolution of the escalated issue.

Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA Monitors performance through statistical reporting and analysis.8.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 gaps9.Owns and accepts personal responsibility for customer problems and champions customer issues to resolution.

Our requirements10.Control the resolution of incidents to agreed service levels11.Monitor and report on the effectiveness of the Asset Lifecycle Management proceduresPersonal skills12.Strong verbal and written communication, ability to articulate information to the target audience & ability to work within a team while fostering relationships and partnerships.13.Sound academic background with M com/MBA/MSc14.Ready to work in 24x7 with any location depends on business requirement15.Teamwork, customer-orientation, strategic orientation and results orientation, advanced analytical skills, particularly with forecasting and reporting16.Demonstrated ability to work effectively in a matrix and remote environment, and capable of gaining commitment and coordination action for initiatives.17.Effective at driving change and collaborating in teams to achieve desired results.18.Can do attitude.