Ideal candidate :

• Language competency – good level of German, good level of English;
• Ability to convey concepts and ideas effectively to a variety of audiences;
• Good communication skills both verbal and written;
• Ability to liaise with clients;
• Proactive approach and self-motivated;
• Ability to build strong relationships with remote delivery organization;
• Attention to detail;
• Familiarity with relevant service offers is a plus;
• Understanding of workflow processes and ability to adapt; Strong IT skills - capable of using multiple systems following training;

Responsibilities:

• Ensure an efficient operation of the service delivery unit by maintaining the governance standards;
• Manage escalations and offer assistance to common issues;
• Carry out quality checks to ensure quality standards are maintained;
• Involvement in issue resolution for internal and external issues;
• Solves problems brought to their attention by the customer (internal or external);
• Ensure that feedback from the client is sent to the management team to drive the improvement of services;
• Contribute to more efficient work processes;
• Help creating and maintaining process documentation;
• Supports achievement of contracted SLAs and KPIs;
• Ensures effective shared mailbox management;
• Participate in team meetings and general inputs in day to day improvements;
• Adherence to agreed processes;
• Management of emails, phone calls to be done professionally and timely;
• Standards maintained when using the Hub sites

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