Customer Service Coordinator
Reports to: Customer Relations Manager.
Position Overview
Our client is an ICT company that prides itself in delivery of cost-effective future proof solutions, backed by exemplary customer service.
The role of this position is to provide coordination and administrative support to the Operations
Manager in delivering customer’s solutions on timeframes and within set budgets.
The position holder is responsible for maintaining project files; ensuring documentation is compiled and stored for future reference, and assisting in supporting “best project practices”.
The position holder is responsible for the placing of equipment orders on behalf of the Operations Manager and the on time, delivery and accounting for such equipment into the client site.
The role will require the person to deploy customer projects.
As a company, we therefore endeavor to build and maintain a motivated, capable workforce who are proud to work for our clients and able to deliver our commercial strategy.
Job Responsibilities
Being the Coordinator – Customer Service Department, you are Directly Accountable for:
1. Project team
Schedule and allocate the technical team to specific projects
Coordinate the project team to deliver projects within time and budget constraints.
Handover documents and supporting the project team with day-to-day tasks as appropriate to role.
2. Project communication
Supporting the Product Manager at project initiation meetings
Ensure that Network Diagrams, Risk & Issue logs are created and updated
Communicate plans and progress of projects to the client, Cross check project requirements to ensure the appropriate level of quality assurance is maintained
Assist in peer reviews of others project deliverables
Interact with customers, project teams and other internal teams maintaining strong flow of communication.
Acting as document librarian uploading project information onto on-line management systems such as our Internal Client Relationship Management System (CRM) and Microsoft Project Server.
Manage Service Level agreements and facilitate their renewal
Support Customer Service Manager with reporting activities.
3. Managing Call - outs
Manage the deployment of small call-out solutions and projects for our internal & external customers
Manage the customer cancellation of solutions and components
Ensure that equipment requirements for operations & customer projects are approved, ordered and received on time, in the correct call-out Centers
4. Project efficiency
Support of “best practices”; make recommendations to facilitate positive changes to the further development of project and procurement processes.
Regular housekeeping of outstanding purchase orders.
Liaise with stores and procurement to ensure supplies are readily available for projects being undertaken.
Any other duties required by the Customer Service Manager or Chief operations Officer.
5. Personnel Management
Maintain records of personnel project assignments and provide a daily report to the Customer Service Manager and the Human Resource Manager.
Evaluate the Leave schedule for the technical team to ensure that projects are handled within the scheduled time
Directly incharge of time attendance of the technical personnel assigned
Follow up with the HR office to ensure that complains raised by staff assigned are dealt with in the shortest time possible.
Maintain a motivated technical team in line with the HR goals.
Chair Staff assigned departmental meeting and ensure decisions raised are auctioned.
Qualifications
Academic 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.
Knowledge Requirements
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
Team building and people management skills
Analytical and problem solving skills
Decision making skills
Effective verbal and listening communications skills
Ability to read and write to record pickups and maintain daily records
Stress management skills
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
Disclaimer
Candidates who do not meet the minimum requirements stated above need not apply.
ONLY candidates fulfilling the requirements of the positions should email their application together with a detailed and updated CV, indicating your availability, expected and current salary via email to:philip@dafinaconsultants.com
On the Subject line clearly indicate “Customer Service Coordinator”. Deadline for application is 17th May 2013.
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