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Digital Realty
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Customer Service Centre

Spécialiste Relations Clients

  Enceinte portuaire, Marseille

The Service Delivery Specialist supports the Service Delivery Manager to ensure that the agreed services are delivered and is responsible for listed Strategic, International and/ or Named local accounts in a dedicated approach. Advises customers on services concepts concerted with the Service Solution Design department. Advises customers on technical operational services improvements. Ensures effective program management of account escalations

Job Magnitude:

Level of Impact:

Position reports directly to Service Delivery Manager. Focus on external contact with customers. Internal contact between international and local Operations, Sales, Finance and cross-functional teams and local office.

Responsibilities and Duties:

Customer Service

Communicate with dedicated customer, manage their expectations, and deliver an exceptional customer experience during contract life cycle according the agreed Service levels (SLA)

Service Improvement

Coordinates local operations within the service delivery process and collaborates with international, local Sales and cross-functional teams to ensure focus and seamless delivery of services and solutions beyond customer expectations. Advises customers on services concepts concerted with the Service Solution Design and Service Implementation departments. Advises customers on technical operational services improvements

Service Review / Reporting

Prepare written correspondence, reports and analysis as needed and communicate effectively with assigned dedicated customers and their decision makers and other team members.

Escalation Management

Proactively advise customers of any changes to original commitments and follow up until completion. Ensures effective program management of account escalations, prioritizing and driving prompt resolution on escalated customer issues.

 

10 years minimum experience in a service delivery role

Project management experience is a plus

Fluent in English

 

Compétences transverses:

Service Oriented

Excellent Problem-solving skills

Project management skills

Excellent people management skills

Good communication skills

Flexible working attitude

Proactive

Qualifications:

Degree level or equivalent

Certification ITIL

 

Want to know more about this position?

Get in touch with:

Alexandra Descouts

Alexandra Descouts

Recruiter

Send me a message

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