Customer Service Coordinator
Reports to: Customer Relations Manager.
Position Overview
The role of this position is to provide coordination and administrative support to the Operations Manager in delivering customer’s solutions on timeframes and within set budgets.
The position holder is responsible for maintaining project files; ensuring documentation is compiled and stored for future reference, and assisting in supporting “best project practices”.
The position holder is responsible for the placing of equipment orders on behalf of the Operations Manager and the on time, delivery and accounting for such equipment into the client site.
The role will require the person to deploy customer projects.
As a company, we therefore endeavor to build and maintain a motivated, capable workforce who are proud to work for our clients and able to deliver our commercial strategy.
Job Responsibilities
Being the Coordinator – Customer Service Department, you are Directly Accountable for:
1. Project team
- Schedule and
allocate the technical team to specific projects
- Coordinate the
project team to deliver projects within time and budget constraints.
- Handover
documents and supporting the project team with day-to-day tasks as
appropriate to role.
2.
Project communication
- Supporting the
Product Manager at project initiation meetings
- Ensure that
Network Diagrams, Risk & Issue logs are created and updated
- Communicate
plans and progress of projects to the client, Cross check project
requirements to ensure the appropriate level of quality assurance is
maintained
- Assist in peer
reviews of others project deliverables
- Interact with
customers, project teams and other internal teams maintaining strong flow
of communication.
- Acting as
document librarian uploading project information onto on-line management
systems such as our Internal Client Relationship Management System (CRM)
and Microsoft Project Server.
- Manage Service
Level agreements and facilitate their renewal
- Support Customer
Service Manager with reporting activities.
3.
Managing Call - outs
- Manage the deployment
of small call-out solutions and projects for our internal & external
customers
- Manage the
customer cancellation of solutions and components
- Ensure that
equipment requirements for operations & customer projects are
approved, ordered and received on time, in the correct call-out Centers
4.
Project efficiency
- Support of “best
practices”; make recommendations to facilitate positive changes to the
further development of project and procurement processes.
- Regular
housekeeping of outstanding purchase orders.
- Liaise with
stores and procurement to ensure supplies are readily available for
projects being undertaken.
- Any other duties
required by the Customer Service Manager or Chief operations Officer.
5.
Personnel Management
- Maintain records
of personnel project assignments and provide a daily report to the
Customer Service Manager and the Human Resource Manager.
- Evaluate the
Leave schedule for the technical team to ensure that projects are handled
within the scheduled time
- Directly
incharge of time attendance of the technical personnel assigned
- Follow up with
the HR office to ensure that complains raised by staff assigned are dealt
with in the shortest time possible.
- Maintain a
motivated technical team in line with the HR goals.
- Chair Staff
assigned departmental meeting and ensure decisions raised are auctioned.
Qualifications
Academic Qualifications
Academic Qualifications
- Diploma in
Business Information Technology / Telecommunication and Information
Technology / Electrical and Electronic Engineering or a Higher National
Diploma in Telecommunication / Electrical & Electronic Engineering or
a Minimum 2 years’ Information technology Installation industry
experience.
- Extensive
certification in Project Management and customer care.
- Knowledge
Requirements
- Proficiency in
Microsoft Visio and Microsoft Project applications.
- Exposure to
Prince2 Project Management Methodologies.
- Information
Technology Project management.
Skills
Requirements
- Ability to
prioritize and organize tasks in order of importance
- Client service
and public interaction skills
- Team building
and people management skills
- Analytical and
problem solving skills
- Decision making
skills
- Effective verbal
and listening communications skills
- Ability to read
and write to record pickups and maintain daily records
- Stress
management skills
- Time management
skills
Personal
Attributes
- Be honest and
trustworthy
- Be respectful
- Possess cultural
awareness and sensitivity
- Be flexible
- Demonstrate
sound work ethics
- Deal with the
public in a positive, courteous and respectful manner
Disclaimer
Candidates who do not meet the minimum requirements stated above need not apply.
ONLY candidates fulfilling the requirements of the positions should email their application together with a detailed and updated CV, indicating your availability, expected and current salary via email to:philip@dafinaconsultants.com
On the Subject line clearly indicate “Customer Service Coordinator”. Deadline for application is 17th May 2013.