Customer Service Manager Information

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Nabors Industries Ltd

Effective January 1, 1987, the organization currently known of as Nabors Industries Ltd. began operation under the current management team. At that time, a new board of directors was appointed which included Eugene M. Isenberg in the role of Chairman and Chief Executive Officer. Under the current management's leadership, Nabors has become the world's largest provider of land and platform drilling contract services for exploration and development of oil, gas and geothermal wells.In 1987, Nabor... Read More

Address	Crown House Second Floor 4 Par-la-Ville Road Hamilton, Bermuda HM 08
Website	www.nabors.com/
Holding	No Holding Details

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Customer Service Manager

Description

Position Summary:

The goal of the Customer Service Manager is to deliver technical support to Nabors users with outstanding customer service in a timely and satisfactory manner. This role manages all procedures related to the identification, prioritization, and resolution of end user requests. The Customer Service Manager is responsible for the hiring, training and managing of employees who work in the Nabors Customer Service group. The position works with the Nabors IT management team to establish policies and procedures in dealing with customers and escalating issues. The position reports to the IT Field Operations Manager and requires frequent contact with other IT personnel, other Nabors departments, Nabors executives, field personnel, various Nabors corporate departments, internal and external auditors, and vendors/suppliers.

Essential Functions:

• Manage the processing and prioritization of incidents for the Nabors Customer Service group received by telephone, email, or self-service site to ensure courteous, timely, and effective resolution of end-user issues
• Develop, improve, and enforce issue handling and escalation policies and procedures.
• Coordinate or if necessary, assist in performing, hands-on support and fixes
• Monitor incident resolution to ensure problems have been adequately resolved
• Create and maintain customer service level agreements to establish problem resolution expectations and time frames
• Analyze performance of the Nabors Customer Service Representatives, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
• Track and analyze trends in the Nabors self-service applications; assess need for any system or process reconfiguration based on trends and make recommendations
• Identify, recommend, and assist in the implementation of any end-user training programs to increase employee productivity and self sufficiency
• Oversee development and distribution of customer service script sheets, flow charts, and troubleshooting guides to employees.
• Maintain a positive public relations image for Nabors IT with the user community
• Tracking and managing the customer satisfaction of the helpdesk
• Plan and conduct performance appraisals of Customer Service Representative staff
• Assists with or develops various presentations and reports to include statistical data and a logical, orderly arrangement of information with attention to proper format and style.
• Initiates and/or tracks: AFE (Authorization for Expenditure), MR (Material Requisition) and purchase orders and all pertinent documentation.
• Performs and assumes other duties and responsibilities as may be required by immediate supervisor(s).
• Performs the primary thinking called for and encompassed by the overall Position Definition.
• Adheres to company policies and work requirements.

REQUIREMENTS

Position Requirements:
• Experience and Educational Requirements: Associates Degree and 4 years experience required, Bachelors degree and a minimum of two years of related support experience preferred.
• Excellent MS Office skills; MS Visio, and Process Documentation.
• Knowledge of desktop applications and security solutions
• Knowledge of LAN/WAN architecture
• Professional presence and demeanor.
• Ability to accurately prepare statistical and narrative reports.
• Good verbal and written communications skills.
• Ability to develop new ideas and work independently.
• Creative thinker and problem solver.
• Attention to detail.
• Ability to travel as needed.
• Ability to interact collaboratively with internal and external clients.

Disaster Recovery:
• In the event of an emergency, the employee holding this position is required to work in accordance with the Nabors Disaster Recovery Plan. During or immediately following an emergency, the employee will be notified to assist in the emergency response efforts, and mobilize other staff members if needed.

Other Job Information

Vacancy type:	Full Time	Contact Mode:	not provided
Fax:	(441) 292-1334	Contact Name:	not provided
Job Duration:	not provided	Phone:	(441) 292-1510
Email:	not provided