Client Experience Co-ordinator (Gauteng) at Teraco

PURPOSE OF THE ROLE

Proactively identify obstructions to high quality servicing and implement strategies to deliver the required level of service to the client, utilizing the on-site resources. Support any issues that may arise at other sites, that impact customer satisfaction, and escalate to site management if required.

MAIN FUNCTIONS OF THE JOB:

General

• Adhere to company policies, procedures, and processes.
• High quality verbal and written communication with clients.
• Report any issues identified by means of logging tickets to initiate a resolution process.

Client Experience:

• Execute frequent daily walkabouts in areas frequented by clients of Teraco. Identify any issues that a client may have and ensure that their requirements are being met.
• Facilitate a high-quality client experience offering to the client by the on-site staff, and if required assist with resolution or servicing. 
• Must have a positive attitude and high levels of energy. Needs to be a problem solver and quick-thinking individual.
• Optimise client satisfaction.
• Gather and communicate suggestions, comments, and feedback to management.
• Plan and implement preparation activities that may be required for major client deployments, and/or execute on a plan provided by a Service Delivery Manager / Management to ensure high levels of client satisfaction.
• Support all required sites, to resolve or escalate client impacting issues.
• May be required to perform tasks not strictly defined in the job description, for which you have competence, during downtimes, when excess time is available.

Administrative responsibilities

• Accurate recording and data capture of queries, resolution, and follow-up.
• Accept and log tickets in the agreed queues in the expected turnaround times.
• To process and update tickets in expected turnaround times.
• Potential ticket escalation to other divisions of the business or technical teams.
• Monitor ticket queues and ticket closure for all tickets (irrespective of site) and escalate to Management if queues are not being managed appropriately, or any tickets are not being accepted for processing within 15 minutes

Escalation and Reporting

• Assist clients in escalating reoccurring issues.
• Identify obstructions that impact client satisfaction and produce recommendations to management to address underlying root causes.
• Prepare and submit any reports that may be required from time to time.
• Report any incidents to management within SLA, where impact to clients require management notification i.e., act     as management eyes and ears for escalation.

Self-Development

• It is critical that the  individual is a self-starter who is willing to learn operations from other on-site staff, without management oversight in most cases.
• Must be a self-starter by nature
• Must seek to continually learn and improve their skills

Office Hours and Location

• This role is required to work 8:00 - 17:00 Monday to Friday excluding public holidays.
• This role is required to work on-site at JB1/JB3 Isando, however, may be required to change location to another Teraco site, if the client requirements support a change.

Requirements

SKILLS REQUIREMENT

• Experience in client relations/client services
• Must be well presented
• Exceptional communication skills.
• Excellent administrative skills are critical
• Active listening – ability to understand requirements.
• Ability to communicate in English, and any other RSA language beneficial.
• Proactive problem solver.
• Ability to work independently and as part of a team.
• Self-motivated and have a calm nature
• Ability to lead or positively influence others.
• Conducts self professionally, exhibits high levels of tolerance and patience.
• Responsible for continued learning and self-development.

QUALIFICATIONS AND EXPERIENCE

• Matric
• 2 years relevant working experience working with clients
• ITIL and CDCP preferred
• Microsoft Office skills
• Strong understanding of Information Technology