Customer Service Manager - Italian Speaker

HCLTech

Lisboa

Híbrido

EUR 30 000 - 45 000

Tempo integral

14 dias+

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Vantagens oferecidas por esta oferta de emprego

Permanent contract

Private health and life insurance

Meal allowance

Resumo da oferta

A leading technology company seeks a Customer Service Manager fluent in Italian to oversee contract compliance and ensure high service levels for client management. The role involves performance management, relationship building, and operational reporting in a dynamic hybrid work environment. Ideal candidates will have relevant degrees and certifications, and strong communication skills are essential.

Qualificações

Bachelor's/Master's degree or equivalent in related field required.
Professional certifications like ITIL V3/v4 and CISCO CSM preferred.
Strong communication and organizational skills necessary.

Responsabilidades

Manage contract compliance and governance processes.
Conduct service management reviews with clients.
Provide analysis on performance trends and service improvements.

Conhecimentos

Communication Skills

Creativity and Innovation

Adaptability & Flexibility

Conceptual Thinking and Problem Solving

Formação académica

Bachelor's / Master's degree or equivalent

Ferramentas

Power Point

Excel

Outlook

Word

Microsoft Teams

Descrição da oferta de emprego

Customer Service Manager - Italian Speaker

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We are HCLTech, one of the fastest-growing large tech companies in the world and home to 211,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.

Your Role & Responsibilities:

The Service Manager is the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process.

Responsibilities

Conduct Service Management Reviews: In collaboration with key Client stakeholders, establish and maintain service management reviews to ensure Client’s services and performance are aligned with the Customer’s business plans
Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions.
Relationship Management
Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract.
Manage Customer enablement duties such as provider portal overview, training, access requests and ongoing Customer needs
Operational / Performance Management
Manage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted
Review Key Performance Indicators (KPIs) and provide action plans, when necessary.
In tandem with Operations and Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively.
Identify ongoing benefits, opportunities, and innovation for continual service improvement
Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes
Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested
Participate in business meetings and general inputs in day-to-day improvements

Qualifications & Experience

Bachelor's / Masters degree or equivalent in related field
Power Point, Excel, Outlook, Word, Microsoft Teams

Professional Certifications

ITIL V3/v4 certification
CISCO CSM
Communication Skills
Creativity and innovation
Adaptability & Flexibility
Vision and Strategy
Developing Others and Themselves
Organizational Awareness
Conceptual Thinking and Problem Solving
Action Management
Business Planning and Resource Management
Financial & Budgeting Management

Required Language Thresholds:

Why Us

Permanent contract
Private health and life insurance from day one in the company
Working hours: Monday to Friday, day shifts
Hybrid Work Module
Meal allowance on card/voucher

Equality & Opportunity for All

Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law.

Seniority level