Customer Service Project Manager

While the specific responsibilities may vary depending on skills and experience, as well as individual interests and Company needs, these are the areas of responsibilities for the position:

ESSENTIAL DUTIES & RESPONSIBILITIES

Actively participate in Daily activities and reporting requirements of the Customer Service team. Manage assigned projects and program’s activities for assigned clients or customer service programs, internal and external. Maintain up to date schedules, activities, issues and tasks in an organized Project or Program Plan. Responsible for/and update on agreed project and program KPIs. Ownership of projects and programs and follow through independently or with little supervision. Internal reporting of all assigned projects and programs as determined by management. Participate in the full project Life Cycle, after handover from Pre-Sales to Delivery and Client Stakeholder Acceptance to Customer Support. In addition to the said duties, below is a list of responsibilities for this role:

• Define and maintains the task level schedules through coordination of resources, budgets, and schedules for assigned projects.
• Manage, monitor and report of daily activities of customer install base.
• Liaise with all stakeholders (Department Heads) to identify and assign representatives on availability of required resources to support ongoing project efforts.
• Deliver Program tracking daily to the Program Director, analyze results and troubleshoot problem areas through periodical meetings.
• Develop full-scale project plans & associated communication documents and ensures effective communication of project expectations to team members and stakeholders in a timely and clear fashion.
• Define and document customer service process documents to ensure uniformity across the organization.
• Assist in the preparation of formal documents (reports, proposals, technical specifications, etc)
• Participate in the Analysis of tenders received from Pre-sales team and assist in developing solutions incorporating, personal, hardware and software components to meet the client’s business requirements and needs.
• Confer with program management, clients, or senior management to ensure compliance with all contractual requirements.
• Attend sales presentations as needed to assist in technical aspects of presentation.
• Perform any other related job duties as requested by direct supervisor.

Qualifications

• Manage resource allocation to maintain personnel to support all programs.

• Increasing responsibilities in logistics planning and management

• Ability to obtain and maintain any national security clearance required in connection with duties and responsibilities.

• At least 6 years’ demonstrated performance or experience

• Excellent organizational and analytical skills and ability to work with considerable independence in a fast-paced, dynamic, and culturally diverse environment.

• Excellent interpersonal skills and a strong passion for working in an international environment with people of global diversity.

• Excellent English language skills (both written and spoken).

• Computer literacy (Microsoft Word, Excel, MS Project, Visio, Outlook, SharePoint).

• Able to work flexible hours.

• Ability to travel, potentially internationally (estimate 50% or less).

In addition to fulfilling these duties and responsibilities we expect you to be a team player, who will enjoy working in a small office environment and within the context of our international and domestic operations. We expect you to be proactive, flexible, work with a high degree of independence and have multicultural sensitivity to the Company’s and GET Group’s customers, business partners, and your colleagues within GET Group’s various offices.

Your position will also require you to work closely with other Company employees and GET Group employees as directed by your supervisor.