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Digital Support Coordinator
2 weeks ago
_DIGITAL SUPPORT COORDINATOR _
_HIRT & CARTER DIGITAL SOLUTIONS _
**_DURBAN
- **
_
CORE PURPOSE OF THE JOB:
_
The Digital Support Co-ordinator will manage the FreshDesk and FreshChat support lines to ensure exceptional
using digital communication tools.
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KEY PERFORMANCE AREAS:
_
- Manage daily operations on FreshDesk and FreshChat platforms, ensuring timely and accurate responses to
- Serve as the first point of contact for clients, providing support and resolving queries regarding campaigns and
- Maintain a deep understanding of products and services to offer solutions and assist clients effectively
- Monitor and analyse customer service metrics to identify trends and areas for improvement
- Collaborate with the marketing and technical teams to align client support strategies with overall business
- Train and guide other team members on best practices for customer support on FreshDesk and FreshChat
- Ensure compliance with all company policies and procedures, as well as client confidentiality agreements
- Handle escalations and more complex issues as required
_QUALIFICATIONS /
EXPERIENCE:
_
- Relevant tertiary qualification with at least 3 years' experience in FMCG, marketing, digital marketing,
- Strong customer care & support experience is required
- FreshDesk/FreshChat/FreshSuite & MS Suite experience is critical
- Digital campaign support experience is highly advantageous
_BEHAVIOURS &
ATTRIBUTES:
_
- Exceptional communication and problem solving skills
- Root cause analysis skills
- Strong strategic thinker and customer service skills
- Ability to work well in high pressure situations
- Team player
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