Description
Job description
The Critical Situation Management Execution Team is part of the Customer Support and Service Organisation and the overall CritSit Process. The team works across Services, EPG and Business groups ensuring all the parts are compliant with the process and ensuring a high quality customer and partner experience when facing a CritSit. The CritSit Manager will assist with managing CritSit situations across all technologies. Their primary focus is to meet customer needs by effectively managing internal and external resources and communication across all the parties involved on a CritSit. The successful candidate must be fluent Italian and English.
The standard working hours for this role is Monday to Friday with an additional requirement to work weekends (currently this is Saturdays and a rotation of 3 out of 5) when working a Saturday, a day off during the week is given.
Responsibility/Activity
- 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
- 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.
Requirements
- Strong (fluent) business level written and verbal communication skills English and Italian.
- Solid and proven working experience in a customer oriented job position.
- Ability to work weekend and public holidays is required.
- Passion and interest in enhancing the customer experiences and experience in direct customer interaction.
If you feel you fit the above criteria, please apply today.
Due to a high volume of responses we cannot respond to everyone, we can only contact the successful candidates. If we do not contact you within a week, please assume your application has not been successful.
Huntress does not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation.
Huntress acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.
PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.