IT Customer Service Co-Ordinator
Media/Marketing/Sales
Pretoria/Centurion – Gauteng
ENVIRONMENT:
A Software and Technology Firm is looking for a committed IT Customer Service Coordinator to join their team. The ideal candidate should be passionate about providing excellent customer service and have a solid understanding of technical concepts or an IT background. Basic knowledge of SQL and familiarity with health industry regulations and best practices are advantageous.
DUTIES:
- Performance Management: Monitor team performance through KPIs and quality metrics, providing regular feedback to ensure SLA compliance.
- Workflow Management: Efficiently manage IT query workflow, ensuring smooth operations and adherence to schedules.
- Customer Escalations: Handle escalated customer inquiries or complaints with professionalism and a focus on resolution within timeframes.
- Reporting: Generate and analyse performance reports to identify trends and areas for improvement, making data-driven decisions to enhance team productivity and customer satisfaction.
- Quality Assurance: Maintain quality assurance standards to ensure consistent service quality and adherence to company policies and procedures.
- Communication: Foster open communication within the team and act as a liaison between the team and client as well as between the team and senior management, conveying feedback, challenges, and opportunities.
- Adherence to Policies: Ensure team members comply with company policies, procedures, and compliance requirements.
REQUIREMENTS:
- Good technical comprehension a must
- IT background beneficial
- Basic understanding of SQL
- Knowledge of relevant health industry regulations and best practices beneficial.
ATTRIBUTES:
- Strong leadership and interpersonal skills.
- Excellent communication and problem-solving abilities.
- Ability to work under pressure and meet performance targets.