Service Delivery Assistant

Job Title: Service Delivery Assistant-Contingent worker

Job Summary

The Service Delivery Assistant supports the service delivery team in ensuring seamless operations, high-quality customer service, and efficient resolution of client requests. This role involves coordinating with internal teams, maintaining service records, tracking service performance, and assisting in achieving customer satisfaction and operational excellence.

Key Responsibilities

• Assist in managing day-to-day service delivery operations.
• Monitor and track service requests, incidents, and escalations.
• Coordinate with internal stakeholders to ensure timely resolution of customer issues.
• Maintain accurate records of customer interactions, service activities, and reports.
• Prepare service delivery performance reports and dashboards.
• Support scheduling, resource allocation, and service coordination activities.
• Follow up on pending actions and ensure adherence to Service Level Agreements (SLAs).
• Assist in conducting customer satisfaction surveys and gathering feedback.
• Identify process improvement opportunities and support implementation initiatives.
• Ensure compliance with company policies, procedures, and quality standards.

Required Qualifications

• Bachelor's degree in Business Administration, Commerce, Management, or a related field.
• 0-3 years of experience in customer service, operations support, service delivery, or administrative roles.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Strong organizational and multitasking skills.
• Excellent verbal and written communication skills.
• Ability to work collaboratively in a fast-paced environment.

Preferred Skills

• Experience with CRM, ticketing, or service management tools.
• Understanding of service delivery processes and SLA management.
• Strong analytical and problem-solving abilities.
• Attention to detail and customer-focused mindset.

Key Competencies

• Customer Orientation
• Communication Skills
• Time Management
• Teamwork & Collaboration
• Problem Solving
• Attention to Detail
• Adaptability

Expected Outcomes

• Timely resolution and tracking of service requests.
• Improved customer satisfaction.
• Accurate reporting and documentation.
• Effective support of service delivery operations and process improvements.