Service management coordinator (arabic / english)

Role Summary The Coordinator for Service Management delivers exceptional customer service, effectively coordinates service teams, and ensures prompt, efficient, and professional handling of customer inquiries and requests. Key Responsibilities: Manage and respond to customer service requests, offering timely technical support.Continuously monitor and assess customer satisfaction, identifying improvement opportunities and implementing necessary corrective actions.Develop and nurture strong, positive relationships with customers, proactively addressing their requirements.Uphold and enhance customer service standards, consistently exceeding customer expectations.Collaborate cross-functionally with various departments to optimize customer service processes.Monitor and evaluate customer service team performance metrics, identifying gaps and initiating improvement strategies.Provide comprehensive training, guidance, and mentorship to team members, fostering skill development.Serve as the primary point of contact for customer inquiries, providing prompt and professional support.Accurately create, update, and manage customer account information.Ensure the integrity and accuracy of customer account data.Deliver customer-focused technical support through phone, email, and chat interactions.Efficiently troubleshoot and resolve customer issues related to product functionality and usability.Conduct customer training sessions to facilitate optimal product utilization.Collaborate effectively with internal teams (sales, marketing, engineering) to resolve customer concerns.Demonstrate expert-level knowledge of ITIL principles, SMAX capabilities, and industry best practices.Design, plan, and lead implementations of ITSM solutions, including extensive knowledge of ITSM products such as SMAX.Produce clear and comprehensive solution architecture and design documentation.Possess knowledge of UCMDB and Universal Discovery best practices.Clearly identify, document, and negotiate current and future service requirements through Service Level Agreements (SLAs) and Service Level Requirements (SLRs).Agree upon and formalize service delivery expectations and commitments with customers.Minimum Qualifications: Bachelor’s degree or higher in Computer Science or a related field.Skills & Knowledge: Proven capability to work efficiently under pressure and meet tight deadlines.Strong independent planning, organizational, problem-solving, and initiative management skills.Extensive technical expertise across various Information Technology domains.Comprehensive knowledge of IT solutions and industry best practices.Excellent communication, mentoring, and team development skills.Strong analytical, critical thinking, and problem-solving abilities.Fluent proficiency in English (reading, speaking, writing, and listening).#J-18808-Ljbffr