**the position**
You drive timely deliverables to customers in accordance with Service Level Agreements (SLAs) while creating excellent customer experiences. You efficiently deliver 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 possess a deep understanding of Nitel's service offerings. With exceptional customer service skills, you consistently advocate for the customer's needs in every situation. You are comfortable in a hands-on environment, enjoy solving problem solving, and thrive in a dynamic, fast-paced environment.
**your playbook**
You manage all aspects of the service delivery process for customers with fewer than twenty (20) locations and simple product solutions. You take the following actions on all customer-requested orders for new services; this includes managing 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 information in the CRM platform.
- Follow-up for the Carrier Site Survey Results, communicate results and site requirements to customer.
- Ensure 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-departmental inquiries.
- Coordinate and schedule calls with customers who prefer verbal updates, ensuring timely and informative communication.
- Engage in weekly calls with vendors to obtain project status updates, resolve issues, and ensure alignment with project goals.
- Validate service performance to meet customer expectations following order completion.
- Assist customers with basic account inquiries, such as contacting/engaging account managers to get change / MACD (Move, Add, Change, Delete) orders issued.
- Meet and exceed individual productivity and departmental goals.
**skills you bring to the field**
- 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
**our rally cry**
- Put Customers First
- Think as an Owner
- Win as a Team
- Act with Integrity
- Be Better Every Day
