Service Manager Russian Speaker

We at ORTEC CEE are currently seeking a Service Manager to join our team!

Do you want to contribute to a better world?

Simply pursuing a successful business is no longer enough nowadays. Positive contributions to the planet and society are becoming more and more relevant. Would it not be nice to have an inspiring job in an innovative industry and also contribute to a better world?

This is possible at ORTEC. We are a purpose driven organization and use our passion for mathematics for a better world.

You are likely to encounter us every day, as we improve many crucial business processes. For example, we make it possible for retailers to supply all their stores on time with a minimum of kilometers driven. We help healthcare institutions to schedule the right doctor or nurse at the right time. We support scouts of football talents to make better choices. These are just a few examples of the added value of our solutions. The result is that organizations can operate at lower costs, with higher customer/employee satisfaction and with a smaller ecological footprint.

Our journey started in the early 80’s with a number of young Dutch students who wanted to show the world the value of mathematics. 37 years later, ORTEC is one of the world leaders in optimization solutions and advanced analytics.

We have proudly opened the ORTEC CEE office in Bucharest in 2008 with primary focus to increase business in the CEE regions. We have increased our business and our team to 180 employees since then and still growing.

Thanks to our strong team in Bucharest, we are now part of the ORTEC Global Operations center, an excellency and knowledge base center which is supporting the business across the world.

Who you are:

An enthusiastic, passionate person that enjoys improving the customer service experience!

• You have a good understanding about IT and software solutions. University degree in an IT/technical field;
• You can build natural relationship with integrity, reliability and maturity;
• Have the ability to prioritize among competing tasks, while having a critical thinking and problem-solving skills;
• Your focus will be mostly on our customers from Eastern Europe region, therefore you have excellent verbal and written communication skills (Russian and English);
• Ideally you have past working experience as the Single Point of Contact and escalation point for external contacts. ITIL Foundation certified is a nice to have;
• You enjoy working in teams, enabling people to work for you and with you. Result driven personality, you understand the teams and companies’ objectives and contribute to the success.

What you will do:

Build bridges between our Global Customer Support team and the customer, by creating long-term and trustful relationships.

Main responsibilities:

• Prepare the required periodical overviews/KPIs (few examples below):

o Total managed issues;

o Issues out of SLA;

o Number of escalations;

o Customer Satisfaction rate for your allocated region;

o Act as Problem Manager and work closely with Problem Analyst;

• Will be responsible for daily scan emails, incidents, conversation from your region and take pro-active measures;
• Bring the time to solve tickets at a lower rate and minimize the number of incoming tickets;
• Always keep focus on the SLA;
• Must attend to all priority calls and participate to escalations from your region;
• Must be actively involved in transferring new implemented customers of his region. He is accountable for taking the transfer decision;
• Act as back-up for other colleagues;
• Keep a closer communication with the customers from his region – have frequent contact, attend to operational calls, also if there are no escalations, organize meetings, pro-active communication, etc.
• Always know the status of his allocated customers;
• Report escalations or important situations to his manager and if needed to further escalate;
• Be aware of all the change requests deployed at his customers (have a close relation with Project Manager and Account Manager).

What we offer:

• A unique work experience in an open, creative and informal atmosphere;
• Inspiring, smart and enthusiastic colleagues;
• Work – life balance approach;
• Great opportunities to develop yourself and fulfill your ambitions (clear career paths, yearly evaluations and increases, job rotation options)
• Flexible schedule within the limits of the department’s availability;
• Friendly work environment with a great location, new and easy to access office building;
• Relaxation areas, daily fruits delivery, foosball table, our own bar (ORTap)
• On-site chair massage;
• Events: Annual teambuilding, Christmas party, monthly ORTEC Sports Day;
• Sports benefits offered in collaboration with the ‘7card’ network;
• ‘Bookster’ subscription;
• Annual bonus based on team’s accomplishments – up to 1 full salary.

Our people make the difference and are our most valuable asset

We are a purpose driven company with ambitious, highly skilled people and an academic culture that we are proud of. We use our passion for mathematics to optimize organizations and, with every mathematical optimization and analytics solution we implement, we make the world a little better.

At ORTEC, you will be part of a unique organization and team! We will support you in finding your strengths and the best way to succeed within the company through a challenging, hands-on experience.