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.

While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.

COMMENTS:

When applying for jobs, ensure that you have the minimum job requirements. Only SA Citizens will be considered for this role. If you are not in the mentioned location of any of the jobs, please note your relocation plans in all applications for jobs and correspondence. Apply here https://www.datafin.com/job/it-customer-service-co-ordinator/

OR e-mail a Word copy of your CV to dani@datafin.com and mention the reference number of the job.