Customer Service Coordinator at Tiger Brands

JOB DESCRIPTION
The Customer Services Co-Ordinator is responsible for the day to day activities to manage customer service expectations. The role works with all IT service providers ensuring that service delivery meets all Service Level Agreements (SLAs). Perform business engagements on existing services to ensure agreed services are being delivered  against requirements and user expectations.

RESPONSIBILITIES

• Administer and execute against service management best practices and processes
• Support Service Management Lead in defining business engagement on existing services to ensure agreed services are being delivered to requirements and business end user expectations and satisfaction levels are met
• Develop and enhance relationships with key stakeholders, actively manage their expectations & monitor satisfaction levels;
• Provide a uniform approach to the way in which customer feedback is handled and resolved
• Attend Change Control Advisory Board (CAB)
• Responsible for management of all SLAs by overseeing the operations are carried out effectively
• Provides reporting on performance of service levels and other KPIs for all internal and external parties providing IT services
• Adhere to and suggest improvement to SLAs, OLA’s, policies and procedures where required
• Participate in internal service review meetings
• Monitoring response times; evaluating user satisfaction levels and making recommendations for improvement
• Takes ownership and ensures proactive closure for problem reports that fall within area of responsibility
• Advise employees how to improve work procedures
• Ensure high levels of customer satisfaction with delivered services
• Works with management and the business  to identify and prioritize service improvement
• Builds and maintains customer relationships
• Provide support as required to all VIP users and Executives
• Carry out Mobile Device Management administration for end users
• Assists with coordination of upgrades, releases, and software implementations
• Ensure ITIL based processes are being followed and recommend improvements where needed
• Support the other service delivery teams with administration needs

QUALIFICATIONS

• Key attributes and competencies
• ITIL service management best practices
• Excellent reporting skills and experience in statistical analysis and reporting
• Strong verbal and written communication skills
• Interpersonal skills including the ability to work with both internal customers and external entities is required

Experience

• 2-4+ years in a customer services position
• ITIL Foundation training