Customer service Coordinator.

Closing date:19/07/224

location:South African

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;hi
• 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

ABOUT US
Tiger Brands is proudly Africa’s largest listed manufacturers of fast-moving consumer goods (FMCG). We impact lives every day with our iconic, award-winning brands. Our core business is the manufacture, market and distribute everyday branded food and beverages. Our products are relevant across every meal occasion and are well positioned to grow.
Being a food company means we’re an intimate part of everybody’s daily lives and that’s why we get loud and proud about exploring further, roaring louder and growing together.

In accordance with the employment equity plan of Tiger Brands and its employment equity goals and targets, preference may be given, but is not limited, to candidates from under-represented designated groups.

Closing date:19/07/224 location:South African 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 …

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