Coordinator

Location: [[Cape Town]] | Job-ID: [[211211]] | Contract type: [[Permanent]] | Business Unit: [[Field & Lifecycle Services]]

Description:    

Roles at this level works under supervision and prioritise 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.
• Scheduling services / making appointments with customers to meet SLA’s.
• Prioritises own workload to ensure that deadlines and customer requirements are met.
• Advising and providing support to customers to satisfactorily resolve queries and escalating where appropriate.
• Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation.

Performance Indicators:

• Ensure Department meets SLA performance targets.
• Maintain & improve Customer satisfaction levels.
• Understand and adhere to policies and procedures.
• Demonstrates relevant Winning Together behaviours.
• Maintains cost control requirements.

Knowledge, Skills and Experience:

• Experience of relevant business systems e.g. SAP
• Good working Knowledge of Microsoft Applications
• Plans & organises own workload.
• Proven experience of high standards of customer service
• Good administrative experience, attention to detail, ensures accuracy of data, provides data for reporting and processing of information.
• Excellent Interpersonal, literacy and numeracy skills and ability to build relationships at all levels.

In terms of Essential Skills:
 

• Written and Spoken English language skills
• Customer Service Phone skills
• Problem Solving Ability
• Microsoft skills – Outlook and Teams
• Ability to highlight / escalate issues appropriately
• Prioritisation Skills

Requirements:

Day to Day Duties:

• Managing tickets from start to finish.
• Adding parts and charges to customer tickets using ITSM REMEDY & SAP
• Telephone calls for escalations, courier ETA’s and customer availability.
• Delivery tacking via specified courier used.
• Manual transfer of information from an internal system to a customer interface
• Hitting SLA targets monthly
• Learning multiple contracts to assist with other areas of the team.
• Stock checking through SAP.
• Escalation of stock issues through to supervisors, TLs, and repairs team
• Choosing which courier to use to save cost for customer IE. Remote locations
• Taking part in team meetings and huddles to share opinions and ideas for continued improvement.
• Managing own email load
• Responsible for the asset and serial information being correct on each individual ticket.
• Closely following an internal 3 strike customer communication process
• Working within a large team, but also expected to work individually.
• Following a hybrid working plan set out by the organisation.
• Expected to work from multiple screens and multiple systems at the same time.
• Ticket closing including asset management.
• Multiple email distribution group managing

Current information for our applicants

Business as usual? Not quite. Of course, the Corona crisis also presents us with major challenges.

However, we are broadly positioned across various industries, plan for the long term and have always been flexible in our approach to our customers, especially in times of crisis. Our core business is digitisation. We believe that this topic will continue to grow in importance for many companies in both public and private sectors.

That's why there are still areas of our business with clear hiring requirements – and we would like to bring talent like you on board! By the way, we have completely virtualised our application process and our recruiters remain available to you should you have any questions.

We are still looking forward to getting to know you!

About us

Computacenter is a leading independent provider of IT infrastructure services. We work at the heart of digitisation, advising organisations 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.
#CCfuturetalent