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Pooled Service Manager with Spanish
NATEK SLOVAKIA, s.r.o.
Place of work
Remote work
Remote work
Contract type
full-time
full-time
Start date
ASAP
ASAP
Wage (gross)
1 400 EUR/month
1 400 EUR/month
Information about the position
Job description, responsibilities and duties
Do you love to sleep in and consider yourself a night owl? Are you fluent in Spanish but do not have much chance to practice it? Then, this is the ideal job for you!!!
Pooled Service Manager (SM) ensures that company´s products and services are supported to operational contractual commitments and service level agreements, on behalf of designated global strategic MNC’s.
The SM has ownership of the Customer Service Experience (customer satisfaction) and builds relationships of trust and integrity whenever possible and needed with aligned (pooled) customers by demonstrating a comprehensive understanding both of the customers’ business requirements and the client´s products and services that are used to support these requirements.
SM owns the customer experience, acts as a “gap filler” and builds relationship within the company and other service provider groups to ensure that people within these groups understand and respond to Client and SM requests and requirements.
Additional information:
• Working hours: US (14:00 - 22:30 CET)
• Language skills:
English (fluent)
Spanish (fluent)
• Possibility of working fully remote within Slovakia
• Complete training provided
Main duties:
Extra ad hoc duties that might be applied:
Pooled Service Manager (SM) ensures that company´s products and services are supported to operational contractual commitments and service level agreements, on behalf of designated global strategic MNC’s.
The SM has ownership of the Customer Service Experience (customer satisfaction) and builds relationships of trust and integrity whenever possible and needed with aligned (pooled) customers by demonstrating a comprehensive understanding both of the customers’ business requirements and the client´s products and services that are used to support these requirements.
SM owns the customer experience, acts as a “gap filler” and builds relationship within the company and other service provider groups to ensure that people within these groups understand and respond to Client and SM requests and requirements.
Additional information:
• Working hours: US (14:00 - 22:30 CET)
• Language skills:
English (fluent)
Spanish (fluent)
• Possibility of working fully remote within Slovakia
• Complete training provided
Main duties:
- Point of Client escalation
- Point of internal escalation and enquiry
- Supporting across Assurance, Delivery and Billing
- All products and services including NI and 3rd party
- Providing Client facing reports (ad hoc and rare need only)
- Maintaining Customer specific service guides
- Participation/Leadership on Client calls
Extra ad hoc duties that might be applied:
- Analysis and recommendations based on available data/reports
- Including capacity management, site resiliency
- Creating and managing Service Improvement plans
Employee perks, benefits
- Benefit Plus / Multisport Card
- Meal contrubutions
- Regular NATEK events
- Personal event bonus
- Natek's "5 Years Club"
- Referral Program
- International environment with the possibility to expand your practical knowledge
- Agile spirit and transparent communication with the whole team
- Work in high organizational culture and great professional working atmosphere
- The great vibe of a successful international company
- Flexible working hours
- The transparent recruitment process with clear feedback
- Fast career development and job rotation program (you can develop your career in other Natek departments)
Requirements for the employee
Candidates with education suit the position
Secondary with school-leaving examination
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)
Educational Specialization
zákaznícky servis; customer care agent
Language skills
English - Advanced (C1) or Spanish - Upper intermediate (B2)
Number of years of experience
2
Personality requirements and skills
Spanish language is a must
Ability to work under pressure and when required
Proactive approach to avoid issues and risks.
Good understanding of the company´s Business portfolio and technology.
Familiar with financial terminology, contracts, invoicing, Service Level Agreements
Very good interpersonal skills: Empathy; Respectfulness; Ability to lead corrective action; persuasive and diplomatic. Common sense is the key!
Ability to multitask in a complex environment and deliver to timescales.
Pragmatic, lateral thinking and problem-solving skills. Analytical and resourceful
Understanding of geographical and cultural, human and business differences.
Presentation skills
Sufficient seniority to interact at senior levels within an organization
Ability to work in isolation and on own initiative in highly pressured situations.
At least 2 years’ experience in a global network service role or 2 years with a customer facing role.
Sales- or Project management experience is an additional advantage
Ability to work under pressure and when required
Proactive approach to avoid issues and risks.
Good understanding of the company´s Business portfolio and technology.
Familiar with financial terminology, contracts, invoicing, Service Level Agreements
Very good interpersonal skills: Empathy; Respectfulness; Ability to lead corrective action; persuasive and diplomatic. Common sense is the key!
Ability to multitask in a complex environment and deliver to timescales.
Pragmatic, lateral thinking and problem-solving skills. Analytical and resourceful
Understanding of geographical and cultural, human and business differences.
Presentation skills
Sufficient seniority to interact at senior levels within an organization
Ability to work in isolation and on own initiative in highly pressured situations.
At least 2 years’ experience in a global network service role or 2 years with a customer facing role.
Sales- or Project management experience is an additional advantage
Advertiser
Brief description of the company
Join one of the most sought-after companies that specialize in IT outsourcing business.
Building on our shared company values – accountability, expertise and partnership - NATEK's mission is to deliver high quality IT outsourcing and consulting services in the CEE region. Since 2004, our employees have been participating projects for our partners from all over the world in the most important sectors, including finance and insurance, telecommunications, and IT infrastructure. NATEK has offices in Poland, Bulgaria, the Czech Republic and Slovakia, and thanks to a team of over 700 experts, including project managers, programmers and administrators, we are able to effectively support our partners.
Building on our shared company values – accountability, expertise and partnership - NATEK's mission is to deliver high quality IT outsourcing and consulting services in the CEE region. Since 2004, our employees have been participating projects for our partners from all over the world in the most important sectors, including finance and insurance, telecommunications, and IT infrastructure. NATEK has offices in Poland, Bulgaria, the Czech Republic and Slovakia, and thanks to a team of over 700 experts, including project managers, programmers and administrators, we are able to effectively support our partners.
Number of employees
500-999 employees
Contact
ID: 4349512
Dátum zverejnenia: 28.6.2023
2023-06-28
lokalita: Remote work Pozícia: Call Operator, Customer Support Specialist, IT Project Manager, Project Manager, Relationship Manager Spoločnosť: NATEK SLOVAKIA, s.r.o.
Základná zložka mzdy (brutto): 1 400 EUR/month