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Service Process Controller at Fujitsu Portugal

Service Process Controller

Fujitsu Portugal Portugal, Lisboa, Lisboa (LIST), PT Full-Time
Required languages: English / Japanese
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Fujitsu is the leading Japanese information and communication technology (ICT) company, offering a full range of technology products, solutions and services. Approximately 140,000 Fujitsu people support customers in more than 100 countries. We use our experience and the power of ICT to shape the future of society with our customers. 


Fujitsu's Global Delivery Centers (GDCs) are a network of state-of-the-art technology hubs in key locations across the globe. GDCs employ highly-trained, highly-motivated people who deliver a wide variety of services from a 24-hour multilingual service desk to specialist app services or data center management. 

We’re a dynamic mix of agents and architects, technicians, and problem solvers. We come from diverse backgrounds and speak many different languages. Yet we share a culture that brings us together. Our Fujitsu GDCs are growing and fast and we need ambitious people who will grow with us. 

Come and work with us! 

To join our team in Portugal, we are now recruiting a Service Process Controller, fluent in English, to support the Service Desk Agents within the service desk and the operations. 
We are looking for candidates passionate about technology and innovation, customer oriented, with the ability to multi-task and with great organizational, communication and interpersonal skills. 

Join a multicultural, dynamic and enthusiastic team of over 1600 colleagues from all over the world! 

Role Purpose:

Service Process Controllers will respond to contractual incidents, alerts and complaints by identifying, monitoring and recording information. They will work closely with Service Delivery Management and Process Management and will be aligned to one or more customers.

Key Accountabilities:

• Follows established processes / systems and recommends improvements to these as appropriate to resolve routine customer enquiries.
• Documents actions taken to resolve enquiries.
• Takes ownership for documenting, and monitoring adherence to all account related processes.
• Ensures the processes in place are aligned with the contractual requirements. Acts as point of escalation and owns management of the processes leading to successful resolution of the escalated issue.
• Responsible for the implementation of any new processes resulting from account changes as well as ensuring full team engagement in the new developments.
• Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA.
• Monitors performance through statistical reporting and analysis.
• Analyses and identifies areas of improvement to the service to ensure customer satisfaction
• Prevents negative trends by properly raising and reacting to performance and progress gaps.
• Owns and accepts personal responsibility for customer problems and champions customer issues to resolution.
• Builds and enhances strong customer relationships and acts as an escalation point for the customer.
• Takes responsibility for learning about all current customer needs.

 

Recommended Skills

Process Management (Business)
Service Desk
Service Delivery
Operations
Customer Satisfaction
Management
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Job ID: 1900004V