IT Service & Delivery Customer Relations Coordinator

Start Date: 01/03/2025

End Date: To be confirmed based on project progress

Responsibilities:

• Manage daily escalations with internal customers and managed vendors to deliver solutions to incidents or requests.
• Support the IT leadership team in developing, visualizing, and managing daily business and improvements in service and delivery for end customers.
• Educate IT members and vendors on customer relations handling.
• Regularly monitor and report the performance of support partners, identify areas for improvement, and encourage solution development.
• Prepare and support IT ecosystem meetings regularly and run governance and reporting meetings for executives.
• Execute financial tasks in systems.

Deliverables:

• Attend daily operations meetings, support communication and resolution with internal customers, and report back to management on status.
• Monitor Service Now and Power BI on all service level agreements and activities, and implement improvement activities (e.g., reduction of bouncing incidents, proactive service program).
• Create and deliver training on customer relations to internal vendors and coach teams on customer handling (first training within 3 months).
• Plan, prepare, and execute a meeting (every 6 months).
• Plan, prepare, and execute the leaders meeting (every 3 months).
• Handle operations related to the ORACLE finance system occasionally.

Technical Requirements:

• Minimum of 5 years of experience in a customer relations coordination role in a call center or similar environment.
• Ability to train and coach others in customer relationship handling.
• Strong planning, organization, coordination, and communication skills.
• Proficient in Microsoft 0365 applications (PowerPoint, Teams).
• Knowledge of Power BI and JIRA is beneficial but not mandatory.
• Fluent in English.