Client Delivery Coordinator – Cloud Services Group – Manila, Philippines


Client Delivery Coordinator – Cloud Services Group – Manila, Philippines

We are looking for an experienced Client Delivery Coordinator in our Cloud Services Group to join our growing team in Manila, Philippines.

Orro has a supportive team-based culture in which team members are expected to be proactive, self-sufficient and hands on. This is an operational role within Orro’s Cloud Services Group.

Who is Orro?

Orro is an Australian technology success story. A platform-enabled, secure network and digital infrastructure provider trusted by some of Australia’s biggest brands to deliver them the future now, meeting the ever-changing needs of their markets, and our world.

We lead the industry in designing, building and operating digital infrastructure – providing greater efficiency, performance, agility and resilience. Our end-to-end, platform-enabled solutions, including cloud, collaboration, cyber and data services, take the stress out of tech for more than 400 businesses every day.

However, we never forget our job is to connect people, not machines. Therefore, we take the time to get to know our clients and learn how they like to work. It means we understand not just what they need now, but what they’ll need next.

What is the role?

The purpose of the role is to work with our clients to provide day to day support on their customer service experience. The role supports the Client Success Managers and Service Delivery Managers ensuring optimum service is given to all our customers. The role includes but Is not limited to:

  • Be responsible for contacting assigned customers periodically, asking them about their service experience and capturing this feedback for internal stakeholder for actioning.
  • Assisting with development, production and communication of periodic reports to customers.
  • Reviewing open tickets for customers, looking for bottlenecks and ways to progress open tickets.
  • As a customer advocate, be responsible for continuous improvement of results, reporting of engagement activities, creating and delivering business plans to key stakeholders, and ensuring support and alignment across the internal teams.
  • Ensure that the Client Success team is working collaboratively and will be responsible for executive communications within both the customer and Orro.
  • Build and encourage strong customer relationships to develop a holistic and deep view of immediate needs and innovation activities.
  • Help customers accelerate through the value lifecycle to realise their outcomes and drive successful renewals.
  • Provide detailed and documented requirements to cross functional teams that improve the impact of the customer experience with Orro.
  • Assist in the development and delivery of Quarterly Success Reviews in partnership with sales and stakeholders.

We are looking for a well organised professional, with initiative, enthusiasm and a collaborative can-do attitude. You will have minimum 2 years in Service Delivery role and will have a good mix of the following skills, knowledge & experience:

  • Ability to work independently as well as working across other teams to ensure successful customer experience at each interaction.
  • Customer-obsessed mindset with a strong grasp of relevant success stories, customer metrics, and best practices to drive superior outcomes.
  • Well organised and structured in the capturing, reporting and disseminating of data both internally and externally.
  • A friendly customer facing voice, that is also able to navigate through their problems by asking good questions, showing empathy and giving them a sense that they are supported

Education & Experience

    • 2 years in a Service Delivery role with customer interactions
    • ITIL foundation certification desirable
    • Strong excel and word skills

Why should you work for us?

Orro is an exciting Australian technology company, and we offer you:

  • An opportunity to join a rapidly growing national organisation
  • Unique benefits and rewards.
  • We are still fully operating during COVID19 with all staff working from home.
  • You get to play with leading technologies and services.
  • Opportunities to move up the technical ladder or leadership ladder.
  • Work with Aussie mates.
  • Opportunity for career advancement as our business expands further

How do I apply?

You are invited to submit your resume, including a covering letter through the link below. Your covering letter should be no longer than one page, explaining your suitability for the role.

Apply now

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