Client Description:
Adecco is looking for a Customer Service Senior Specialist w. Swedish/Dutch for one of its clients - a global technology company with a broad portfolio of technology services and products.
Responsibilities:
The Customer Service Senior Specialist is the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process.
Your Role & Responsibilities
- Conduct Service Management Reviews: In collaboration with key Client stakeholders, establish and maintain service management reviews to ensure Client’s services and performance are aligned with the Customer’s business plans
- Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent revisions.
- Relationship Management
- Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract.
- Manage Customer enablement duties such as provider portal overview, training, access requests and ongoing Customer needs
- Manage Service Level assessment, reporting and conduct analysis on the trends and patterns
- Provide the SLA reporting.
- Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted
- Review Key Performance Indicators (KPIs) and provide action plans, when necessary
- In tandem with Operations and Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively
- Identify ongoing benefits, opportunities, and innovation for continual service improvement
- Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes
Candidate Profile:
Qualifications & Experience
- Bachelor's degree
- Power Point, Excel, Outlook, Word, Microsoft Teams
- ITIL V3/v4 certification
- CISCO CSM
- Advanced English and Swedish/Dutch
- Communication Skills
- Conceptual Thinking and Problem Solving
- Action Management
- Business Planning and Resource Management
- Financial & Budgeting Management
Benefits
- Permanent contract
- Competitive salary
- Private health and life insurance from day one in the company
- Meal allowance on card/voucher
