Coordinator
Computacenter2024Cape Town, Western Cape, South Africa4 days ago
Job descriptionEnsure department meets SLA performance targets. Maintain & improve customer satisfaction levels. Understand and adhere to policies and procedures. Demonstrate relevant Winning Together behaviours. Maintain cost control requirements. Experience with relevant business systems (e.g., SAP). Good working knowledge of Microsoft applications. ServiceNow; plans & organises own workload. Proven experience of high‑standards customer service. Excellent administrative experience, attention to detail ensures accuracy of data, and provides data for reporting and processing of information. Excellent interpersonal, literacy and numeracy skills and ability to build relationships at all levels. Managing tickets from start to finish. Adding parts and charges to customer tickets using ITSM REMEDY & ServiceNow. Telephone calls for escalations, courier ETAs and customer availability. Delivery tracking via specified courier. Manual transfer of information from an internal system to a customer interface. Hit SLA targets monthly; learn multiple contracts to assist with other areas of the team. Stock checking through SAP. Escalation of stock issues through to supervisors, TLs and repairs team. Choosing which courier to use to save cost for customer (e.g., IE). Participate in team meetings and huddles to share opinions and ideas for continued improvement. Manage own email load; ensure asset and serial information is correct on each ticket. Follow internal 3‑strike customer communication process; work within a large team and independently. Follow hybrid working plan set out by the organisation; work from multiple screens and systems simultaneously. Take part in ticket closing, including asset email distribution group management.
Location : Cape Town
Job-ID :
Contract type : Fix-Term Contract
Business Unit : Digital Operations
Co‑ordinator Business and Customer Support
Description
Roles at this level work under supervision, prioritise own workload and ensure tasks are completed within agreed timescales.
Accountabilities
- Gather information through relevant business systems / tools to ensure that relevant data is recorded for reporting purposes.
- Provide good customer service to ensure that requests for information are provided to avoid customer escalations.
- Schedule services / make appointments with customers to meet SLAs.
- Prioritise own workload to ensure that deadlines and customer requirements are met.
- Advise and provide support to customers to satisfactorily resolve queries and escalating where appropriate.
- Act in accordance with Computacenter Information Security Policies and report any potential or actual security events or other security risks to the organisation.
Performance Indicators
Knowledge, Skills and Experience
Requirements : Day‑to‑Day Duties
About Us
Computacenter is a leading independent provider of IT infrastructure services. We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.
We offer a friendly open working environment with a strong sense of community, encouraging, empowering, and supporting our people.
Employment Type
Full Time
Experience
Years required : Not specified
Vacancy
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Coordinator • Cape Town, Western Cape, South Africa
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