Service Request Coordination Expert

1 day ago

Gurgaon, India BTGroup Full time

Why this job matters?- Role is key to improving win rates and revenue growth in the corresponding accounts- What I’ll be doing - your accountabilities- Accountable for end to end timely management for Customer Complex Service Requests according to contract specific T&Cs
- Manage pre-defined, complex, and contract bespoke 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 guidelines
- Manage Serice Request queues and assignment to SR Coordinators.
- Update Service Request Management standard systems
- Manage contract specific billing trigger and inventory processes
- Support contract team or other Service Request Management team within area of expertise.
- Continuously improve contract specific processes to increase customer satisfaction and profitability
- 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
- Excellent 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
- Strong interpersonal skills
- Experience you would be expected to have- Minimum bachelor’s degree and at least 2 years of SR Coordinator Experience
- ITIL Foundation

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