**the position**
Your primary objective is to ensure the prompt delivery of services to designated customers, adhering closely to the Service Level Agreement (SLA) and simultaneously enhancing the overall customer experience. You efficiently convey information and promptly resolve issues, all while prioritizing tasks and maintaining a high level of accuracy. Building robust relationships with both internal and external stakeholders is essential, and you are expected to possess a deep understanding of Nitel's service offerings. With exceptional customer service skills, you consistently advocate for the customer's needs in any given scenario. Being hands-on comes naturally to you, and you excel in solving challenges, thriving in a dynamic, fast-paced environment that demands adaptability.
**what you'll do**
You oversee the entire service delivery process for customers who have fewer than twenty (20) orders and straightforward product solutions. You efficiently manage both internal and external escalations for pre-order and post-order issues, ensuring a smooth and seamless experience for our valued customers.
- Build all 'deals' with adherence to department guidelines and processes.
- Manage and complete all assigned tasks within Hyperdrive (Customer Relationship Management (CRM) platform) and keep your tasks and order status up to date with order details and project comments.
- Ensure data accuracy of customer information in the CRM platform.
- Follow-up for the Carrier Site Survey Results, communicate results and site requirements to customer.
- Accountability for on time delivery of service and related project dates.
- Communicate with the customer on order-related details as needed. Overall responsibility for customer and Vendor Escalation Management
- Meet quality, productivity, turnaround time and other expectations.
- Help ensure continuous improvement of processes and customer service.
- Investigate and respond to inter-department inquiries.
**what you'll bring to succeed**
- Experience in a fast-paced customer service role or office work experience with web-based tools and data entry
- Excellent communication skills
- Advanced English Speaker skills (B2+)
- Proficiency with Microsoft Office Suite
- Self-motivation, excellence organization skills, and an eye for detail
- Telcom/networking experience a plus
**what we believe**
- Put Customers First
- Think as an Owner
- Win as a Team
- Act with Integrity
- Be Better Every Day
