Job Opportunities in South Africa

Job Overview

IT Customer Service Coordinator required in Pretoria East.

My Client is seeking a dedicated IT Customer Service Co-Ordinator to join their team.
The ideal candidate will have a passion for delivering top-notch customer service as well as a good grasp of technical aspects or some IT background.

Duties and Responsibilities:

• 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.

Experience & Qualifications:

• Strong leadership and interpersonal skills.
• Excellent communication and problem-solving abilities.
• Ability to work under pressure and meet performance targets.
• Good technical comprehension a must
• IT background beneficial
• Basic understanding of SQL
• Knowledge of relevant health industry regulations and best practices beneficial