- India
- Manager
- 5+ years
Lead and manage the Service Centre to ensure the efficient delivery of customer support services and the smooth operation of SICPA's solutions.
Responsibilities
- Lead, coach and develop the Service Centre team, fostering a collaborative and customer-focused culture
- Manage the daily operations of the Service Centre, ensuring customer inquiries, incidents and service requests are handled efficiently and within agreed service levels
- Act as the primary point of contact for customer support matters and participate in regular customer service review meetings
- Coordinate support activities with Field Service, IT Support and global support teams to ensure the timely resolution of incidents and service requests
- Ensure compliance with internal and customer Service Level Agreements (SLAs) and escalate issues when required
Requirements
- Bachelor's degree or equivalent technical qualification
- Nice to have: ITIL
- Nice to have: Service Management frameworks
- Nice to have: Incident, Problem and Change Management processes
- Nice to have: ServiceNow