Shift Service Delivery Co-ordinator

4 weeks ago

East Rand, South Africa Teraco Full time

PURPOSE OF THE ROLE

Monitor and attend to all tickets related to the Service Delivery Role with specific focus on Access, Smart Hands. Remote Hands, Cancellations and wireless planning and projects. Support any other departmental functions as and when required. Proactively identify roadblocks to high quality servicing and implement strategies to deliver the required level of service to the client, utilizing the on-site resources.

OBJECTIVES MAIN FUNCTIONS OF THE JOB
- General
- Adhere to company policies, procedures and processes
- High quality verbal and written communication with clients
- Process and update tickets within agreed operational service level agreement and client SLA timelines
- Will be required to perform Major Electical Maintenance activities i.e. attend to client queries, provide information and timeously log access and remote hands tickets
- Client Satisfaction
- Respond with empathy to clients, deal with their needs and acknowledge their operational pressures and deadlines
- Optimise client satisfaction
- Identify roadblocks that impact client satisfaction and present recommendations to management to address underlying root causes
- Ticket Management (Administrative Responsibilities)
- Receive and handle requests for service, following agreed Service Desk Work Instructions
- Accurate recording and data capture of queries and follow-up from outset to conclusion
- Respond to common requests for service by providing information to enable fulfilment and promptly allocate unresolved calls as appropriate
- Provide 1st Line investigation and diagnosis and promptly allocate unresolved issues as appropriate
- Accept and process tickets in the agreed queues in the expected turnaround times
- Potential ticket escalation to other divisions of the business or technical
- Confirm and update access permission roles in CRM (update database)
- Wireless Map reservations and planning - all regions
- Process Service Orders (interconnects and general stock items)
- Escalation & Reporting
- Report any client impacting issues or service deviations to the After-Hours Service Delivery Coordinator Team Leads for further investigation
- Work closely with the After-Hours Service Delivery Coordinator Team Leads and escalate any client facing issues that may occur during the shift
- Prepare and submit any reports that may be required from time to time
- Team Collaboration
- The After-Hours Service Delivery Coordinator Team is a “team” and are collectively responsible for all tickets;
- If a After-Hours Service Desk Delivery Coordinator team member who is responsible for task is not attending to their task, then another team member must accept the task and finalise it; It is accepted that from time to time, team members are required to step in for other team members, to ensure the best interest of the client and Teraco’s service promise to clients is met;
- All tickets must be accepted by a team member within 15 minutes of being recorded in Ozone;
- Most tickets are more often than not, an urgent request, and Teraco is required to respond with the necessary urgency to fulfil the clients/contractor or Teraco staff members request within a timeline that ensures no client/contractor or Teraco guest fails to get access feedback in a timeous manner;
- The After-Hours Service Desk Delivery Coordinator Team are responsible for the entire cycle of all tickets, and if a Teraco team member is not responding within the timeline to meet the global turnaround targets, then it is the After-Hours Service Desk Delivery Coordinator Team’s responsibility to follow-up and escalate appropriately;
- All tickets must be reviewed by the After-Hours Service Desk Delivery Coordinator Team frequently during the evening, weekends and public holidays, and must always be reviewed at the start and end of every shift when desk opens and closes;
- The After-Hours Service Delivery Coordinator Team and the Business Hours Team are responsible to ensure that there is an uninterrupted service to the clients when the desk transitions from one desk to another; All tickets should be handed over from one team to another, and feedback reviewed on all tickets at all time.
- Office Hours and Locations
- This role is required to work weekdays & weekends from 6:00am - 18:00pm and 18.00pm - 06.00am, as well as any public holidays. The shift roster may change from time to time. The current shift roster is 3 days on, 3 days off, with four shift rotations.
- The role will be required to do a workday shift Monday - Friday for a 2-4 week period to undergo on-the-job training;
- This role is required to work on-site at JB1/Isando, however may be required to change location to another Teraco site based on business requirements

SKILLS REQUIREMENT
- Exceptional communication skills
- Excellent administrative skills are critical
- Active listening - ability to understand requirements
- Ability to communicate in English, and any other RSA language beneficial
- Pro

  • Shift Service Delivery Co-ordinator

    3 weeks ago

    East Rand, South Africa Teraco Full time

    PURPOSE OF THE ROLEMonitor and attend to all tickets related to the Service Delivery Role with specific focus on Access, Smart Hands. Remote Hands, Cancellations and wireless planning and projects. Support any other departmental functions as and when required. Proactively identify roadblocks to high quality servicing and implement strategies to deliver the...

  • After Hours Service Delivery Co-ordinator

    3 weeks ago

    East Rand, South Africa Teraco Full time

    PURPOSE OF THE ROLE Proactively identify roadblocks to high quality servicing and implement strategies to deliver the required level of service to the client, utilizing the on-site resources. Monitor and attend to all tickets related to the Service Delivery Co-Ordinator Role, without impacting or assuming the function of the A/H Service Desk. Support any...

  • Service Delivery Co-ordinator Team Lead

    1 week ago

    East Rand, South Africa Teraco Full time

    **PURPOSE OF THE ROLE** Monitor and attend to all tickets related to the Service Delivery Co-Ordinator Role. Support any issues that may arise that impact customer satisfaction and escalate to management if required. **MAIN FUNCTIONS OF THE JOB** General - Adhere to company policies, procedures, and processes. - High quality verbal and written...

  • Service Delivery Co-ordinator Team Lead

    3 weeks ago

    East Rand, South Africa Teraco Full time

    PURPOSE OF THE ROLEMonitor and attend to all tickets related to the Service Delivery Co-Ordinator Role. Support any issues that may arise that impact customer satisfaction and escalate to management if required.MAIN FUNCTIONS OF THE JOBGeneral Adhere to company policies, procedures, and processes. High quality verbal and written communication with clients....

  • Service Delivery Manager

    4 weeks ago

    East Rand, South Africa Teraco Full time

    PURPOSE OF THE ROLE Taking full ownership and responsibility for operational delivery and stability of clients assigned, and support other SDMs in delivery to their clients as a team player. OBJECTIVES MAIN FUNCTIONS OF THE JOB Service Delivery Manager - Manage a portfolio of clients - Build strong and positive relationships with clients at various...

  • Supply Chain Co-ordinator

    5 days ago

    East Rand, South Africa Unique Personnel Full time

    **Job Number** - 72386 **Job Type** - Permanent **Job Title** - Supply Chain Co-ordinator **Computer Skills** - Advanced Excel **Industry** - Pharmaceutical **City** - Ekurhuleni (East Rand) **Province** - Gauteng - PURPOSE OF THE JOB: - Accountable for effectively managing all necessary import documentation in the most cost-effective manner for all...

  • Marketing Communications Co-ordinator

    3 weeks ago

    East Rand, South Africa Unique Personnel Full time

    **Job Number** - 71749 **Job Type** - Permanent **Job Title** - Marketing Communications Co-Ordinator **Computer Skills** - Ms Office **Industry** - Pharmaceutical - Healthcare **City** - Ekurhuleni (East Rand) **Province** - Gauteng **Reporting to : Marketing Director** **Primary Objective**: - Co-ordinate projects handled in the Marketing...

  • Marketing Co-ordinator

    4 weeks ago

    East London, South Africa Abantu Staffing Solutions Full time

    **Overview**: The role of the Marketing Co-ordinator is to develop, coordinate and execute marketing campaigns. They will be required to collect data about target demographics and analyse market trends to improve the company’s marketing efforts. They will be required to track sales data and work with marketing teams to achieve marketing goals. Serving as...

  • Marketing Co-ordinator

    4 weeks ago

    East London, South Africa Abantu Staffing Solutions Full time

    **Employment Type **:Full Time **Experience **:3 to 5 years **Salary **:Negotiable **Job Published **:12 May 2023 **Job Reference No. **:1542198359 **Overview**: The role of the Marketing Co-ordinator is to develop, coordinate and execute marketing campaigns. They will be required to collect data about target demographics and analyse market trends to...

  • Logistics Co-ordinator

    3 weeks ago

    East London, Eastern Cape, South Africa Profile Personnel Full time

    Logistics Co-ordinator required for a large automotive manufacturing company based in East London, Eastern CapeRequirements: National Diploma in Logistics management required Logistics and materials management experience Supply chain experience preferred Manage and control inventory within warehouse. Log and review Receives, logs, validates completeness,...

  • Marketing Co-ordinator

    3 weeks ago

    East London, Eastern Cape, South Africa Abantu Staffing Solutions Full time

    Employment Type :Full TimeExperience :3 to 5 yearsSalary :NegotiableJob Published :12 May 2023Job Reference No :Overview:The role of the Marketing Co-ordinator is to develop, coordinate and execute marketing campaigns. They will be required to collect data about target demographics and analyse market trends to improve the company's marketing efforts. They...

  • Logistics Controller

    3 weeks ago

    East London, South Africa Abantu Staffing Solutions Full time

    **Job Title **:Logistics Controller / Co-ordinator**Employment Type **:Full Time**Experience **:3 to 5 years**Salary **:R15000 to R25000**Job Published **:26 March 2024**Job Reference No. **:4086704288**Overview / Purpose of the job**: To operate Logistics sufficiently. Make sure the correct stock goes to the correct Customer as per orders. Tracking of...

  • Supply Chain Co-ordinator

    3 weeks ago

    East Rand, South Africa Unique Personnel Full time

    Job Number 72386Job Type PermanentJob Title Supply Chain CoordinatorComputer Skills Advanced ExcelIndustry PharmaceuticalCity Ekurhuleni (East Rand)Province Gauteng PURPOSE OF THE JOB:Accountable for effectively managing all necessary import documentation in the most cost-effective manner for all bill of materials including but not limited to, all related...

  • Care Co-Ordinator

    3 weeks ago

    East London, Eastern Cape, South Africa Medilink Consulting Ltd Full time

    MediLink Consulting are recruiting Band 5 Care Co-ordinator to work in Ilford, East London.Patients within our client's service sign up to the "Living With" App. This allows Long Covid Patients to interact with members of our client's team and give the patients the ability to ask questions raise queries etc.The main role will be monitoring this APP answering...

  • Hr & Recruitment Co-Ordinator | Per

    3 weeks ago

    East London, Eastern Cape, South Africa Love Success Recruitment Full time

    HR & Recruitment Co-Ordinator HR Admin opportunityLocation: BarkingsideHours: Full time, 37.5 hoursStart date: ASAP - Long-term contract with potential for permPay rate: £21 per hourOverview: Love Success is currently recruiting for an HR & Recruitment Co-Ordinator with a DBS on the update service to work in a popular outstanding secondary school in East...

  • Sales Co-ordinator

    2 weeks ago

    East London, South Africa Herotel Full time

    Applications are invited for the **Sales Co-Ordinator** position to be based in **King Williams Town** in the Eastern Region. **PURPOSE OF THE ROLE**: The Sales Coordinator will work closely with the commercial and field operations teams to coordinate the sales and marketing efforts of the independent contractors and related parties. General duties include...

  • Bid Co-Ordinator And Designer

    3 weeks ago

    East London, Eastern Cape, South Africa Carbon Quota Full time

    Are you a Bid Co-Ordinator and Graphic Designer with excellent attention to detail? Are you a bright, energetic designer, experienced in creating engaging client-facing documents and proposals? If it's a 'yes, yes, yes', then we would love to hear from youWe have big plans for 2023, and we are excited to be expanding our team with several new positions. We...

  • Hr & Recruitment Co-Ordinator | Per

    3 weeks ago

    East London, Eastern Cape, South Africa Love Success Recruitment Full time

    HR & Recruitment Co-OrdinatorHR Admin opportunityLocation: BarkingsideHours: Full time, 37.5 hoursStart date: ASAP Long term contract with potential for permPay rate: £21 per hourOverview:Love Success is currently recruiting for an HR & Recruitment Co-Ordinator with a DBS on the update service to work in a popular outstanding secondary school in East London...

  • Service Delivery Manager

    3 weeks ago

    East Rand, South Africa Teraco Full time

    PURPOSE OF THE ROLETaking full ownership and responsibility for operational delivery and stability of clients assigned, and support other SDMs in delivery to their clients as a team player.OBJECTIVES MAIN FUNCTIONS OF THE JOBService Delivery Manager Manage a portfolio of clients Build strong and positive relationships with clients at various levels All...

  • Junior Schemes Administrator

    1 week ago

    East Rand, South Africa GEORGE RENNIE & CO PTY LTD Full time

    **Junior Scheme Administrator** An East Rand Property Management Company requires a junior to assist with Scheme Management functions. This position will suite a recent school leaver. **Responsibilities Include** Ø Assist Scheme Administrators Ø Record keeping and filing Ø Updating Client database Ø Liason with service providers Ø Maintain...