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Service Request Coordinator Expert

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Plusnet

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Location:
Hungary , Budapest

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The role holder will be responsible for end-to-end management of complex service requests and enquiries placed on high complexity, major contracts and for delivering within the required SLA. They are in contact with the customer requestor providing information and updates on Service Request status and contribute to contract performance and revenue, as well as overall customer satisfaction. The Service Request Coordinator Expert is the subject matter expert of an account or of a process area within Service Request Management and provides support to other employees within this area. Role is key to improving win rates and revenue growth in the corresponding accounts.

Job Responsibility:

  • Accountable for end-to-end timely management for Customer Complex Service Requests according to contract specific TandCs
  • Manage pre-defined, complex and contract bespoke service requests through the Service Request Management and Fulfilment process in line with ITIL guidelines
  • Keep customer informed throughout the Service Request Management and Fulfilment process and provide standard status reports
  • Perform proactive jeopardy management and escalations to ensure adherence to customer SLA
  • Identify customer requirements and liaise with other departments within BT and respective contracts or customer, also 3rd parties whenever necessary
  • Assign tasks to relevant fulfilling teams for design, costing, delivery, etc. and ensure timely and quality completion of those tasks
  • Apply and maintain design and pricing and commercial guidelines and standard work instructions
  • Act as Delegate of Authority for commercial approval within agreed guidelines
  • Manage Service Request queues and assignment to SR Coordinators
  • Update Service Request Management standard systems
  • Manage contract specific billing trigger and inventory processes
  • Support contract team or other Service Request Management team within area of expertise
  • Continuously improve contract specific processes to increase customer satisfaction and profitability

Requirements:

  • Ability to meet the customer's needs in line with the business requirements
  • Ability to comprehend and to systematically organize the various aspects of a problem or situation
  • Good knowledge of MS Office Applications
  • High level of accuracy
  • Excellent commercial sense
  • Excellent problem-solving skills
  • Ability to work with needs and risks from all stakeholders and negotiating the required outcomes
  • Work with a cooperative attitude in group settings to achieve goals
  • Strong interpersonal skills
  • Minimum bachelor's degree and at least 2 years of SR Coordinator Experience
  • ITIL Foundation
  • Experience in applying Six Sigma / Lean principles and tools
What we offer:
  • Cafeteria package - HUF 600,000/ year
  • Performance-based bonus
  • Comprehensive private health care package for all the employees, which can be extended to family members
  • Nursery support for mothers returning from maternity
  • Extended paternity leave: 10+10 day fully paid days
  • Commuting allowance
  • Home office allowance
  • Employee discount opportunities
  • Highly affordable mobile packages for the family as well
  • New high-class offices both in Budapest and Debrecen
  • Wide-range of company and community programmes (including support for different sport activities)
  • Family-friendly culture
  • Smart working approach (hybrid working model, 3 together, 2 wherever)

Additional Information:

Job Posted:
January 21, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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