Service Delivery Administrator

3 weeks ago

Kolkata, West Bengal, India NTT Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Your career here is about believing in yourself, and taking on great opportunities and new challenges.It's about growing your skills and expertise in your current role and preparing yourself for the future. That's why we encourage you to take every opportunity to grow your career within our great global team.

Are you ready to take the next step in your career?

Customer Service Support: Interacts with customers, company sales and/or service representatives via telephone, email, text, chat or through other social media platforms, to handle a variety of pre-sales or post-sales service functions. Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges. Updates databases with status of returned materials issues and accounts for returns inventory. Records and reports the status of equipment returns, repairs, replacements, sales orders and delivery schedules. Ensure service information accessible by sorting and filing documents/forms. May schedule field service repair calls. Handles requests for additional company materials. Maintains records of returns, schedule changes, product enhancements or changes and product pricing, and resolves return credit problems.

What you'll be doing

The role of Service Delivery Administrator is to work closely with the Service Delivery team and assists with ensuring adherence to processes within the client environment and the maintenance of a high degree of client satisfaction across all assignments. This role contributes to the coordination of general administrative tasks, as well as interfacing with external stakeholders and / or clients. This role demonstrates an understanding of the Service Delivery environment and stakeholder interests.

Key Role and Responsibilities:

  • Ensure the administration of client complaints being managed by the service delivery team.
  • Support the management all updates for contracted accounts within the team's portfolio and facilitate and ensure the timely implementation of standard changes within client accounts.
  • Ensure the achievement of all deliverables using best practices against agreed service level agreements and key performance indicators.
  • Support the service delivery team by obtaining the right information to satisfy client requirements.
  • Coordinate meetings with clients, vendors, and other internal/external stakeholders.
  • Collate management information needed to update and produce client service reports and internal reports.
  • Assist with the completion of incident reports, meeting notes and other client communication as required and approved by the relevant stakeholder(s).
  • Maintain the accuracy of operations and/or procedure manuals and schedules and facilitates annual reviews of all manuals for the team.
  • Publish updates of operations and/or procedure manuals to stakeholders using release management communication channels.
  • Assist with day-to-day filing, portal management and maintenance of client records, working with the Legal team to ensure that client contracts are maintained in document management systems.
  • Engage with service delivery groups to ensure the seamless delivery of procedures.
  • Adhere to governance procedures for all non-standard procedure establishment requests and co-ordinate the process or work instructions within release management procedures.
  • Identify and implement process improvements to ensure optimal delivery engagement and advise the relevant stakeholders accordingly.

Knowledge, skills and attributes:

  • Displays a high level of attention to detail and has a proactive approach to work
  • Reliable with the ability to produce a high quality of work
  • Excellent written and verbal communication skills
  • Ability to build effective working relationships with a variety of stakeholders
  • Ability to work well within a team environment
  • Strong orientation towards ensuring client satisfaction and service delivery
  • Ability to multi-task in order to achieve desired outcomes

Academic Qualifications and Certifications:

  • Relevant high school diploma

Experience required:

  • Prior demonstrated experienced gained within a similar role

What would make you a good fit for this role?

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means:

  • Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
  • Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world's internet traffic running on our network and where Emoji were first invented, you can be proud of the group's many new 'firsts'.
  • Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
  • Being your best self – in a progressive 'Connected Working' environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
  • Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.

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