Service Request Coordinator - Gurgaon, India - BT Group

BT Group

Verified Company

Gurgaon, India

2 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Service Request Coordinator

Job Req ID:20967
Posting Date:8 Aug 2023
Function:Commerical Services
Location:Building No 14 Sector 24 & 25A, Gurugram, India
Salary:Competitive
Recruiter: Samradhi Tripathi

Hiring Manager:
Arun Kumar

Career Grade:
F

About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do and in the people who work here.
We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT.
Who is the BT Group

We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive.

our focus is simple:
be the global provider-of-choice for managed network and IT infrastructure services.
Why this job matters?

The role holder will be responsible for end to end management of complex servicerequests and enquiries placed on BT contracts and for delivering within the required SLA. The Service Request Coordinator is in contact with the customer requestor providing information and updates on Service Request status and contributes to contract performance and revenue, as well as overall customer satisfaction.
What I'll be doing your accountabilities?
Accountable for end to end timely management of Customer Complex Service Requests
Manage predefined and complex service requests through the Service Request Management and Fulfilment process in line with ITIL guidelines
Keep customer informed throughout the Service Request Management and Fulfilment process and provide standard status reports
Perform proactive jeopardy management and escalations to ensure adherence to customer SLA
Identify customer requirements and liaise with other departments within BT and respective contracts or customer, also 3rd parties whenever necessary
Assign tasks to relevant fulfilling teams for design, costing, delivery, etc. and ensure timely and quality completion of those tasks.
Act as Delegate of Authority for commercial approval within agreed complex guidelines
Update Service Request Management standard systems
Manage contract specific billing trigger and inventory processes

Skills required for the job-

Ability to meet the customer's needs in line with the business requirements
Ability to comprehend and to systematically organize the various aspects of a problem or situation
Good knowledge of MS Office Applications
High level of accuracy
Good commercial sense
Excellent problem solving skills
Ability to work with needs and risks from all stakeholders and negotiating the required outcomes
Work with a cooperative attitude in group settings to achieve goals

Experience you would be expected to have-