Coordinator

Location: South Africa - Cape Town | Job-ID: 212475 | Contract type: Standard | Business Unit: Others

Co-Ordinator – Business and Customer Support

Description:

Roles at this level work under supervision, prioritize their 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 SLA’s.
• Prioritize own workload to ensure that deadlines and customer requirements are met.
• Advise and provide support to customers to satisfactorily resolve queries and escalate where appropriate.
• Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organization.

Performance Indicators

• Ensure Department meets SLA performance targets.
• Understand and adhere to policies and procedures.
• Demonstrate relevant Winning Together behaviours.

Knowledge, Skills and Experience

• Experience of relevant business systems e.g. SAP, good working knowledge of Microsoft Applications, ServiceNow.
• Plan and organize own workload.
• Proven experience of high standards of customer service.
• Good administrative experience, attention to detail, ensuring accuracy of data, providing data for reporting and processing of information.
• Excellent interpersonal, literacy, and numeracy skills with the ability to build relationships at all levels.

Requirements:

Day to Day Duties:

• Manage tickets from start to finish.
• Add parts and charges to customer tickets using ITSM REMEDY & ServiceNow.
• Make telephone calls for escalations, courier ETA’s, and customer availability.
• Track delivery via specified courier used.
• Manually transfer information from an internal system to a customer interface.
• Hit SLA targets monthly.
• Learn multiple contracts to assist with other areas of the team.
• Check stock through SAP.
• Escalate stock issues to supervisors, TLs, and repairs team.
• Choose which courier to use to save costs for customers, especially in remote locations.
• 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 individual ticket.
• Follow an internal 3-strike customer communication process.
• Work within a large team but also independently.
• Follow a hybrid working plan set out by the organization.
• Work from multiple screens and systems simultaneously.
• Close tickets including asset management.

About us

Computacenter is a leading independent provider of IT infrastructure services. We work at the heart of digitization, advising organizations on IT strategy, implementing the most appropriate technology, and managing our customers’ infrastructures.

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities, and strengths who want to live our shared value of teamwork and performance.

Interested in joining a company with a strong sense of community?
We’re growing. We’re hiring. We encourage. We empower. We support.
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