Service Coordinator
The Customer Service Coordinator provides day-to-day co-ordination of service jobs and
scheduled maintenance for clients. You will plan, assign, co-ordinate, set priorities and coordinate service schedules. We are a small, close-knit team with a motto of prioritising customer satisfaction. Communication is essential. To excel in this role, you must understand clients' needs and communicate effectively. We seek individuals who can listen to and ask questions for better
comprehension.
Responsibilities:
- Handling and responding all incoming Freshdesk tickets with initial triage and assignment to the right teams for resolution/escalation
- Follow up on ticket status and communicate with customers to ensure their issues are resolved satisfactorily or require further escalation.
- Adhere to Service Level Agreements (SLAs) and manage escalations effectively.
- Document all service requests and resolutions in the ticketing system.
- Schedule and assign technicians for customer jobs, whether on-site or requiring immediate remote assistance.
- Generate and analyse support metrics reports to identify trends and areas for improvement
To be successful in this role, you will have:
- Experience:
- Previous experience in a L1/L2 service desk role or customer support role
- Essential systems/Tools:
- Freshdesk
- Gmail, Google Drive, Google Docs
- Desirable/Good to have:
- Harvest (time tracking)
- Notion (documentation)
- PandaDoc
- Kaseya Quote Manager
- Rhipe/Crayon (MS365 Licensing)
- Scheduling Couriers
- Soft Skills Required:
- Excellent verbal, written and communication skills
- Analytics mindset
- Excellent problem-solving skills
- Ability to prioritise, meet deadlines and time management skills within a fast-paced environment
- Ability to work autonomously and part of a team
- A positive and proactive attitude (we welcome new ideas and suggestions on processes/workflow improvements or other areas)
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