Critical Incident Manager - Italian Speaking (15249911/001) Reading, England
| Salary: | up to £6000 shift allowance |
***Critical Incident Manager – Major Global Technology Company – Fixed Term Contract (6 – 12 months) - Reading - £28,000 to £35,000 + up to £6,000 shift allowance – Italian Speaking***
Advantage Resourcing have a fantastic and unique opportunity for an Italian and English speaking Critical Incident /Problem Manager to work with our client, a major global technology company- this is one of the world's biggest companies and is working within their amazing HQ in Reading.
This role’s purpose is to:
• Address high priority customer’s escalations needs, for critical and high-visibility problems impacting the company’s strategic Premier customers (Critical Situations) and Partners.
• Participate in 24x7 Coverage schedule providing timely, reliable and high-quality response to complex customer escalations.
• Interface with various departments within the Customer and Partner to drive resolution, up to the executive level as necessary.
• Interface with several of the company’s groups to drive resolution, up to the executive level as necessary.
Primary Job Functions:
Responsibility/Activity Positively impact customer satisfaction by:
• Managing Premier Customers’ and Partners’ Critical Situation incidents to ensure that the CritSit process is being followed and any need of escalation is addressed.
• Delivery of a high quality customer and partner experience through timely and effective Response to internal and external customer needs; owning active Critical Situations.
• Deliver a high quality customer and partner experience through timely and effective Resolution of customer’s issues in the quickest way possible.
• Expand internal visibility of Premier Customers’ Critical Situations by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during afterhours.
• Identifying systemic issues and flagging process breakdown during the execution of the CritSit Process the CritSit System.
Key Requirements and Experience (please read these to see if you are a good fit):
• Strong (fluent) business level written and verbal communication skills in English and Italian.
• Solid and proven working experience in a customer oriented job position. •Solid and proven working experience in a lead/management/team lead position.
• Ability to work weekend and public holidays is required.
• Passion and interest in enhancing the customer experiences and experience in direct customer interaction.
• Candidate must be customer oriented and have strong negotiation and problem solving skills.
• Excellent interpersonal, written and verbal communication skills; This position requires the ability to use assertive, positive and effective communications skills (written and oral) to, work effectively across multiple management levels up the executive level as necessary.
• Exceptional organisational skills to manage effective escalation within different departments.
• Candidate ideally has a broad high level knowledge of Microsoft technologies.
The role presents an ideal opportunity to work for a one of the world's largest and most innovative technology companies- a global player! The company offers excellent perks, Many contractors working with our client often receive contract extensions and they love working for this global innovative organisation.
Submit your CV now to be considered for this fantastic fixed term contract opportunity. Matthew Jones is the consultant managing this assignment and can be contacted on 0161 817 6363. Due to the high volume of applications received, feedback can not always be given.
Advantage Resourcing have a fantastic and unique opportunity for an Italian and English speaking Critical Incident /Problem Manager to work with our client, a major global technology company- this is one of the world's biggest companies and is working within their amazing HQ in Reading.
This role’s purpose is to:
• Address high priority customer’s escalations needs, for critical and high-visibility problems impacting the company’s strategic Premier customers (Critical Situations) and Partners.
• Participate in 24x7 Coverage schedule providing timely, reliable and high-quality response to complex customer escalations.
• Interface with various departments within the Customer and Partner to drive resolution, up to the executive level as necessary.
• Interface with several of the company’s groups to drive resolution, up to the executive level as necessary.
Primary Job Functions:
Responsibility/Activity Positively impact customer satisfaction by:
• Managing Premier Customers’ and Partners’ Critical Situation incidents to ensure that the CritSit process is being followed and any need of escalation is addressed.
• Delivery of a high quality customer and partner experience through timely and effective Response to internal and external customer needs; owning active Critical Situations.
• Deliver a high quality customer and partner experience through timely and effective Resolution of customer’s issues in the quickest way possible.
• Expand internal visibility of Premier Customers’ Critical Situations by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during afterhours.
• Identifying systemic issues and flagging process breakdown during the execution of the CritSit Process the CritSit System.
Key Requirements and Experience (please read these to see if you are a good fit):
• Strong (fluent) business level written and verbal communication skills in English and Italian.
• Solid and proven working experience in a customer oriented job position. •Solid and proven working experience in a lead/management/team lead position.
• Ability to work weekend and public holidays is required.
• Passion and interest in enhancing the customer experiences and experience in direct customer interaction.
• Candidate must be customer oriented and have strong negotiation and problem solving skills.
• Excellent interpersonal, written and verbal communication skills; This position requires the ability to use assertive, positive and effective communications skills (written and oral) to, work effectively across multiple management levels up the executive level as necessary.
• Exceptional organisational skills to manage effective escalation within different departments.
• Candidate ideally has a broad high level knowledge of Microsoft technologies.
The role presents an ideal opportunity to work for a one of the world's largest and most innovative technology companies- a global player! The company offers excellent perks, Many contractors working with our client often receive contract extensions and they love working for this global innovative organisation.
Submit your CV now to be considered for this fantastic fixed term contract opportunity. Matthew Jones is the consultant managing this assignment and can be contacted on 0161 817 6363. Due to the high volume of applications received, feedback can not always be given.