Digital Support Coordinator

2 weeks ago


Durban, KwaZulu-Natal, South Africa HR Talent Partner Full time

Job Overview:

Date Posted:

Posted 44 mins ago-
Location: Durban, Kwazulu Natal-
Job Title: Digital Support Coordinator-
Salary: R18,000-
Education Level: Diploma-
Job Level: Intermediate-
Minimum Experience: - 3 Years
Digital Support Coordinator - Durban
:


One of the largest Media and Software Development Companies in South Africa is looking for a Digital Support Coordinator to join their team on a full-time permanent basis for their offices based in Durban.


Purpose of The Job:

Position Requirements:

  • Diploma or equivalent in a related field
  • 25 yrs experience in FMCG, marketing, digital marketing, agency or brand
  • Customer care & support experience critical
  • Digital campaign support experience is mandatory
  • Proven experience as a support agent or similar customer service role; experience with FreshDesk and FreshChat preferred
  • Strong communication skills, both verbal and written, with the ability to communicate effectively in a variety of settings
  • Familiarity with CRM systems and practices
  • A customeroriented attitude, with a passion for delivering exceptional service
  • Ability to multitask and manage time effectively
  • Diploma required; further education or certification in customer service or related field is a plus

Position Responsibilities:

Achieving Operational Objectives:

  • Develop a strategic operational roadmap for support with the data & compliance lead that sets the foundation for customer related support queries using technology
  • FreshDesk/FreshChat.
  • Assist to connect different business units operationally and achieve interoperability between support systems and client campaigns.
  • Provide workflow & workflow management guidance across the digital business for support ops.
  • Provide technical support as an operational intermediary between digital ops & client.
  • Successfully support Chatbot execution for not only support but for campaigns and the management thereof.

Maintain Effective Communication:

  • Share knowledge with team members and draw on skills of experts where required to fulfil customer requirements.
  • Effective communication with support platform, feedback to line manager and digital team, ops, project managers, media planning, digital campaign coordinators, testing, support, and management.
  • Provide management with weekly support feedback & reports.
  • Resolve all platform, campaign and support issues.

Personality Attributes:

  • Superior communication skills, both internal and clientfacing
  • Strong resolution and problemsolving skills
  • Strong strategic thinker and customer service skills
  • Ability to work effectively with a variety of internal teams and business groups
  • Excellent problemsolving skills and the ability to think on your feet


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