Service Delivery Coordinator

1 month ago


Hong Kong, Central and Western District, Hong Kong SAR China Lenovo Full time

Job Summary

This role is responsible for handling customer communications, addressing service-related requests, and supporting service escalations. The ideal candidate will have experience in service coordination, customer service, and project administration.

Key Responsibilities

  • Serve as primary point of contact for customer inquiries, orders, and complaints.
  • Update product catalogues, onboard customers into SNOW, and collaborate with the transition team.
  • Execute and coordinate order management processes, including forecasting and invoicing.
  • Manage the deployment of Lenovo devices and 3rd party products between partners and customers.
  • Coordinate the collection of unused machines from customer premises.
  • Monitor and manage inventory levels.
  • Perform device and accessory asset management.
  • Set up tracking for SLA monitoring and other necessary metrics.
  • Prepare monthly billing files and work with the relevant team to ensure timely invoicing.
  • Maintain and provide data for internal and external reports.
  • Build solid working relationships with partners to ensure smooth deployments and excellent order management.
  • Actively participate in UAT enhancement testing and provide recommendations for improvement.

Requirements

  • Minimum 3 years' experience in service coordination, ideally in an IT services environment.
  • Proven customer service experience and customer orientation.
  • Strong communication skills and active listening.
  • Organized and analytical, with the ability to provide accurate information.
  • Prior project management experience and strong skills in project administration are a plus.
  • Ability to work under minimum supervision and as a team player.
  • Familiarity with CRM systems and practices, as well as ticketing tools.
  • Ability to multi-task, prioritize, and manage time effectively.

Preferred Qualifications

  • ITIL certification and PRINCE2/PMP are preferable.
  • English fluency, both written and spoken.


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