Service Request Co-ordinator

4 weeks ago

Gurgaon, India BT Group Full time

Service Request Co-ordinator

**Job Req ID**:19940**Posting Date**:19 Jul 2023**Function**:Service**Location**:Building No 14 Sector 24 & 25A, Gurugram, India**Salary**:Competitive**Recruiter: Samradhi Tripathi**

**Hiring Manager: Pavnish Kumar**

**Career Grade: F**

**About BT**
- BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.
- We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
- So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT.**Who is the BT Group**
We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..**Why this job matters?**
- The role holder will be responsible for end to end management of complex servicerequests and enquiries placed on BT contracts and for delivering within the required SLA. The Service Request Coordinator is in contact with the customer requestor providing information and updates on Service Request status and contributes to contract performance and revenue, as well as overall customer satisfaction.**What I'll be doing - your accountabilities?**
- Accountable for end to end timely management of Customer Complex Service Requests
- Manage pre-defined and complex service requests through the Service Request Management and Fulfilment process in line with ITIL guidelines
- Keep customer informed throughout the Service Request Management and Fulfilment process and provide standard status reports
- Perform proactive jeopardy management and escalations to ensure adherence to customer SLA
- Identify customer requirements and liaise with other departments within BT and respective contracts or customer, also 3rd parties whenever necessary
- Assign tasks to relevant fulfilling teams for design, costing, delivery, etc. and ensure timely and quality completion of those tasks.
- Act as Delegate of Authority for commercial approval within agreed complex guidelines
- Update Service Request Management standard systems
- Manage contract specific billing trigger and inventory processes

**Skills required for the job-**
- Ability to meet the customer’s needs in line with the business requirements
- Ability to comprehend and to systematically organize the various aspects of a problem or situation
- Good knowledge of MS Office Applications
- High level of accuracy
- Good commercial sense
- Excellent problem solving skills
- Ability to work with needs and risks from all stakeholders and negotiating the required outcomes
- Work with a cooperative attitude in group settings to achieve goals

**Experience you would be expected to have-**
- Bachelor’s degree or relevant working experience in this field or similar role
- Experience and knowledge of ITIL is an advantage
- Six Sigma / Lean experience is an advantage

**Why this job matters**
The Service Delivery Advisor 2 assists in service delivery activities across multiple customer accounts, supporting customer needs to ensure the highest levels of customer satisfaction and that expectations are met and surpassed with some supervision.

**What you’ll be doing**
1. Assists teams in standards delivery, revenue growth and the maintenance of successful relationships with assigned customers
2. Supports the team ahead of customers monthly service review meetings through routine data analysis.
3. Supports the review and progress assessment on continuous service improvement plans for each customer.
4. Collates information and resources in supporting the development of the operational service improvement plan.
5. Acts to resolve routine problems for assigned customers generally covered by existing procedures with limited supervision.
6. Assists teams in regularly contacting customers promote products and services according to the needs of customers, in conjunction with the sales team and with limited supervision.

**The skills you’ll need**
- Customer Service
Customer Success
Communication
Issue Resolution
Continuous Improvement
Problem Solving
Service Level Agreement Management
Order Management
Supplier Management
Technical Support
Business Process Improvement
Issue Escalation
Project/Programme Management

**Our leadership standards**

**Looking in**:
**Leading inclusively**
I inspire and build trust through self-awareness, honesty and integrity.
**Ownin

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