Service Delivery Coordinator- Japanese Speaker

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Description and Requirements

This position requires to handle communications with customers (external) and stakeholders (internal), addressing services-related requests and supporting service escalations. The main tasks include : review of service requests from customers, deliver resolutions, ensure timely billing. They will support the Service Delivery Manager (SDM) to ensure desired customer satisfaction & service KPIs are fulfilled.

The desired candidate has knowledge of commonly used concepts, practices and procedures within services support functions. The target is to ensure excellent service standards and maintain high customer satisfaction for Service Delivery.

Ideal candidates will possess excellent communication skills, proactive attitude, organized, analytical, logical, and experience in many different areas of services.

Key responsibilities :

• Serves as primary point of contact (besides SDM) for customer inquiries / orders, complaint and ensuring that all issues are resolved in timely and satisfactory manner.
• Update the product catalogue, onboard customers into SNOW and collaborate closely with the transition team to comprehend the process mapping that has been established.
• Executing and coordinating order management process right from forecasting until invoicing.
• Manage deployment of Lenovo devices (Desktop, Laptop and Tablet etc..) and 3rd party product between partner and customer.
• Coordinate collection of unused (due to attrition or end of contract) machines from customer premise back to storage location or funder
• Monitor and manage the inventory levels.
• Perform device and accessory asset management.
• Set up pertinent tracking for SLA monitoring or any other necessary metrics.
• Prepare monthly billing file for invoicing and work with relevant team to ensure invoice is issued in timely manner as per contract.
• Maintain and provide data for internal and external report (ie : MBR, QBR)
• Build solid working relationships with the partners to ensure smooth deployments and excellent order management.
• Actively participate in UAT enhancement testing and give recommendation to further improve overall service delivery.
• Develop and maintain a thorough understanding of the organization's products and services, ensuring that accurate information is provided to customers.
• Coordinate with vendors or other departments to resolves customer incidents, ensuring customer service is delivered to a high standard.

Position requirements :

Additional Locations :

If you require an accommodation to complete this application, please

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