Diebold Nixdorf Singapore Pte. Ltd

Customer Service Manager (CSM), Retail

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Job Description

Job Description:

Expect more. Connect more. Be more at Diebold Nixdorf.  Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.
Position Overview
This role reports to the Software Maintenance & Support Head, APAC Retail and is responsible for ensuring that all Maintenance & Support (M&S) services are delivered as defined within service level agreement (contract) and quality across a range of services and customers in the Retail area of our business.
Primary roles and responsibility
  • Day to day Software operational matters arising from both external and internal stakeholders, which includes SLA reports, incident reports, escalations, status updates, incident and problem management, cross functional team discussion and management, being a SPOC for assigned accounts.
  • Responsible to ensure all software services have met Service Level Agreements in accordance to contractual agreement.
  • Responsible for Maintenance and Support Contract Delivery and Value Proposition, driving cost of delivery effectively using PPM tool and driving P/L consistently green.
  • Responsible for multiple customer accounts and driving customer satisfaction resulting in continual contract renewal with Diebold Nixdorf.
  • Responsible to check and monitor that the SLAs (service contract) are fulfilled by using the corporate services dashboards/reports and set KPIs. Responsible to proactively set up and follow up corrective action plan with dedicated customers or individual service delivery units to prevent any penalty demands from customers.
  • Provide necessary input for Service offerings to Account Manager/Support Manager upon request reflecting delivery capabilities. Support Service RFI/RFP in cooperation with account manager. Provide input on service contract negotiations with Support and Account Managers.
  • Facilitate all communication to customer for service delivery topics, e.g. important changes, requirements etc. First contact for customers.
  • Inform internal service delivery units about change requests from customer and initiate change process if necessary. Escalation Point for customers on service delivery issues. Acting as escalation point for customers if the internal delivery teams are unable to deal with the issue towards customer. Acting as escalation instance towards internal delivery units to ensure cooperation for achieving solution for the customer.
  • First point of contact for any escalation of issues; track and monitor escalation service level and volumes of complaints; proactive ticket escalation management.
  • IT related bachelor degree or bachelor in business administration.
  • Good knowledge of service delivery in IT industry especially in Software or applications support and delivery.
  • Min 3-5 years Application and Software Support management background
  • Min 3-5 years customer management experience
  • Technical knowledge in SQL, .NET framework, Windows environment will be an advantage
  • Customer oriented with good communication and presentation skills.
  • PC literacy including MS Office, good in data analytics.
  • Experience in Retail industry ( POS ) or managing Retail clients would be advantageous. 
Preferred Qualifications
  • Prior experience in Service Delivery Management and Support role.
Why should you join Diebold Nixdorf?
Brightest minds + technology and innovation + business transformation  The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.
-Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
** To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**

Apply at: https://www.jobstreet.com.sg/en/job/customer-service-manager-csm-retail-8019870?jobId=jobstreet-sg-job-8019870&searchRequestToken=3498701c-721f-4775-9c29-4dd0a072de25&sectionRank=126&fr=SRP%20View%20In%20New%20Tab

Job Summary

Entry level Bachelor's Degree, Post Graduate Diploma, Professional Degree
Diebold Nixdorf Singapore Pte. Ltd


Diebold Nixdorf is a world leader in enabling connected commerce for millions of consumers each day across the financial and retail industries. Its software-defined solutions bridge the physical and digital worlds of cash and consumer transactions conveniently, securely and efficiently. As an innovation partner for nearly all of the world’s top 100 financial institutions and a majority of the top 25 global retailers, Diebold Nixdorf delivers unparalleled services and technology that are essential to evolve in an ‘always on’ and changing consumer landscape. Diebold Nixdorf has a presence in more than 130 countries with approximately 25,000 employees worldwide. The organization maintains corporate offices in North Canton, Ohio, USA and Paderborn, Germany. Visit www.DieboldNixdorf.com for more information.  

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