Cbsm - Global Customer Service Coordinator Sr

hace 5 días

Saltillo, México Chubb INA Holdings Inc. A tiempo completo

Job Requirements

Position Summary

Global Customer Service Coordinator will be responsible for assisting the Global Customer Service Manager with coordination and implementation of a support model that provides greater support to our end users globally.

In addition, the Customer Service Coordinator will provide technical support to end users, troubleshooting problems and assisting the Global Customer Service Manager and team in working with end users to establish quality and knowledgeable support desks.

**Primary Job Responsibilities**:

- Provides a thorough knowledge of ITSM and metrics so they drive alignment with industry standards and best practices
- Ability to assist when vendor has problems with resolving issues and can assist to find fixes for them while relaying information to customers or staff members, as to why the problem occurred, how to resolve the issue and/or to escalate appropriately
- Tracks all escalations and issues as requested by Global Customer Service Manager
- Works with Global Customer Service Manager to develop procedures and processes to be followed by outsourced teams to create efficiencies for the support desks
- Ability to manage meetings independently and work on projects that pertain to the support desks while other projects are managed by the Global Customer Service Manager.

Work Experience

**Requirements**:

- Must be bilingual in English and Spanish
- Minimum of 2 years of experience in a support Desk environment as Supervisor or Manager
- Customer service - provides high-quality customer service over the phone and online to resolve technical issues
- Communication skills - understands computer problems and clearly relays instructions to solve these issues by providing excellent communication
- Bilingual - Ability to discuss technical terms and provide the End User Service team with a bilingual (English and a Spanish) resource when dual language is required
- Analytical thinking -analyzes computer problems based on information they’re given and the ability to think critically.
- Attention to detail -pay constant and close attention to small details to find and isolate technical problems
- Demonstrates proficiency at consolidating data from numerous sources to create presentations for all levels of management or other stakeholders
- Significant experience working with Excel, ServiceNow, and any other tools related to support desk metrics, quality control, surveys, chat, incidents, or requests
- Understands and has a solid understanding of the major service issues impacting IT
- Knowledge of reporting mechanisms and ability to pull together end to end information through metrics.
- Experience working with ServiceNow or other CRM/Service Management platform is preferred
- Knowledge of statistics and critical thinking skills
- Must have strong relationship building, influencing and consultation skills, and be able to establish and maintain positive work relationships with peers, management, key stakeholders and clients
- Ability to provide reports at meetings as appropriate and deliver messages to management
- Strong analytical problem solving, priority setting, facilitation, and collaboration skills

Bachelor’s degree Preferred (Emphasis in Information Technology or Computer Science)

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