Coordinator - Cape Town City Centre
Computacenter
Location: [[Cape Town]] | Job-ID: [[208028]] | Contract type: [[Permanent]] | Business Unit: [[Field & Lifecycle Services]] Description: Role Purpose: Roles at this level will contribute to the design and implementation of solutions. Accountabilities Requirements 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 appropiate. Act in accordance with computacenter information security policies and report any potentoal or actual security events or other secuirty 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 relevent 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. Co-ordination Specific responsibilities: Managing tickets from start to finish. Gather information through relevant business and customer 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. 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 Ensure the workload is distributed and completed in line with any OLA’s & SLA’s Ensure that any agreed appointments are followed in order and executed within given time frames. Any failures or cancellations must be rebooked efficiently with minimal delay and impact. Liaise with both the end user & thired parties as approprite to enusre they are kept informed of call status. Ensure parts are ordered in a timely fashion. About us With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, enabling people and their business.
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