The Customer Engagement Coordinator is the customer’s advocate, the liaison between our technical teams and our clients. Acting as the main point of contact for customers requesting all types of service requests, the Customer Engagement Coordinator is involved in the continuous dispatch of service requests. She/he is required to monitor and manage incoming customers’ requests, collect required information from customers and create tickets in our ticketing system, ensuring the correct prioritisation of service incidents before these are assigned to internal resources whilst following established procedures.
Communicating regularly with clients, the Coordinator will focus on coordinating all support groups, scheduling resources, escalating issues as they arise to other team members, monitoring resource schedules to ensure prompt service requests and keeping clients informed of progress.
- Holds a Diploma or Bachelor’s degree.
- Is energetic, outgoing, patient and high organised to ensure that client service, perception and satisfaction is always maintained.
- Is a strong communicator with the ability to express herself/himself clearly and concisely in speaking and writing.
- Has strong client relations skills and is passionate about customer satisfaction.
- Can quickly gain an understanding of support tools, techniques, and how technology can be used to provide the service/s.
- Is technically aware, enabling matching of resources to technical issues appropriately.
- Has the ability to multi-task and to quickly adapt to changes.
- Has a strong work ethic and attention to detail.
- Considers herself/himself to be an open-minded and self-motivated person who is very capable of working on own initiative but also enjoys working as part of a team.
- Shares our core values – can-do attitude, a desire for continuous learning, and a drive to see the team succeed.
Relevant work experience working in a Help Desk / Service role is looked upon as an asset and will be given extra consideration. Full-on job training and support will also be given.
As a Customer Engagement Coordinator at ICT Solutions, you will be working in an environment that promotes innovative solutions, open communication, continuous learning and employees’ personal development.