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Introduction
Client satisfaction will be your ultimate goal in this role. As a Control Center Service Operations, you will be on the front line serving our customers. You'll be the resource and focal point person interacting with clients, vendors, and senior management, to identify and resolve complex problems.
Your role and responsibilities
- Receiving service requests from clients
- Creating cases in different call management systems depending on products
- Verifying Entitlement (Eligibility of support )
- Parts Ordering exception handling
- Scheduling Exception handling ( Assigning resources for onsite activities )
- Business partners management
- Monitoring queues
- Communicating with Clients , Remote Technical support and Customer Engineers/Business Partners
- Maintaining and enhancing operations processes E2E
- Interlocking with Service Delivery Managers.
Support day-to-day service delivery, ensuring compliance with operational metrics and quality standards. Utilize strong communication skills to effectively engage with external customers. Demonstrate flexibility to work in different shifts as required. Collaborate with the operations team to implement process improvements, ensuring consistent and efficient service delivery. Contribute to transformation initiatives under the guidance of senior team members.
Required education
Bachelor's Degree
Required technical and professional expertise
- Turkish speaking /English speaking capabilities - mandatory.
- Proficiency in Turkish/English both written and spoken.
- Ability to work shifts to support hours of operation: (24x7 rotational shifts).
- Excellent communication skills, problem solving ability, and a strong focus on providing exceptional customer service.
Preferred technical and professional experience
Added value but not a must:
- AI knowledge
- Python coding