Customer Service Coordinator at Alternate Doors

Our client  an IT Solutions company is currently looking for  a qualified individual to work as a Customer Service Coordinator.

Job Responsibilities

• Increase 60 SLAs
• Generate 3 monetary leads in a week.
• To cross sell from at least two deployments.
• Mandatory real-time use of CRM /ERP system on all Customer Service aspects.
• Enforce timely and effective submission of:
• Daily Technical Report to CSC upon site attendance
• Real-time updating of the Technical Timesheets
• Job Cards submitted within 12 working hours
• Survey reports submitted immediately upon attendance of site survey
• Mandatory follow-up for update with technical team on site within the hour
• Attain Alison Certification on:
• Customer Service up to Diploma Level
• Project Management up to Diploma Level
• Sales certification up to Diploma level
• Ascertain availability of all Project Tools and in enough quantities, i.e. PPEs, Ladders, drills, laptops, tone tracers, labelling machines, and civil work tools, etc.
• Ensure Effective Project management for all projects by ensuring:
• Project planning, scheduling, execution, onsite training, commissioning and timely handover;
• Deployment of professional project engineers as site leaders/managers for all projects
• Availability of Implementation schedule and project planning meeting minutes
• Reviving inactive/dormant accounts by cold calling at least 10 customers per week
• Ensure same day service on all call-outs by scheduling the requests within 1 hour of the customer call
• Daily feedback and reporting to Customers on status of their requests upon job scheduling, during implementation and upon completion.
• Embrace Speed and urgency on all customer requests
• Immediate Escalation of any challenge that may affect prompt quality service delivery to a customer.
• Minimize the number of repeat jobs in a month to 0 in all client deployments.

Qualifications

• Diploma in Business Information Technology / Telecommunication and Information Technology / Electrical and Electronic Engineering or a Higher National Diploma in Telecommunication / Electrical & Electronic Engineering or a Minimum 2 years’ Information Technology Installation industry experience.
• Extensive certification in Project Management and customer care.
• Proficiency in Microsoft Visio and Microsoft Project applications.
• Exposure to Prince2 Project Management Methodologies.
•  Information Technology Project management.

Skills Requirements

• Ability to prioritize and organize tasks in order of importance
• Client service and public interaction skills
• Analytical and problem solving & Decision making skills
• Effective verbal and listening communications skills
• Ability to read and write to record pickups and maintain daily records
• Stress management & Time management skills

Personal Attributes

• Be honest and trustworthy, be respectful, Possess cultural awareness and sensitivity
• Be flexible, demonstrate sound work ethics, Deal with the public in a positive, courteous and respectful manner