Shift Service Delivery Co-ordinator
4 months ago
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
-
Shift Service Delivery Co-ordinator
7 months ago
East Rand, South Africa Teraco Full timePURPOSE 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...
-
Marketing Communications Co-ordinator
7 months 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...
-
Supply Chain Co-ordinator
6 months 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...
-
Service Delivery Manager
3 weeks ago
East Rand, South Africa Teraco Full timeOBJECTIVES MAIN FUNCTIONS OF THE JOB Service Delivery Manager - Manage a portfolio of clients - Build strong and positive relationships with clients at various levels - All Service Level Agreements to be maintained and reported on according to set business parameters - Build and document CRM knowledge about the client’s offerings at Teraco - Understand...
-
Service Delivery Co-ordinator
3 months ago
East Rand, South Africa Teraco Full timeOBJECTIVES **MAIN FUNCTIONS OF THE JOB** - Adhere to company policies, procedures and processes - Accurate recording and data capture of queries, resolution and follow-up - Accept and process tickets in the agreed queues in the expected turnaround times - Potential ticket escalation to other divisions of the business or technical - Monitor ticket queues and...
-
Logistics Co-ordinator
5 days ago
East London, South Africa Profile Personnel Full time**Logistics Co-ordinator **required for a large automotive manufacturing company based in **East London, Eastern Cape** **Requirements**: - 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,...
-
Data Centre Co-ordinator
5 days ago
East Rand, South Africa Teraco Full timeThe Data Centre Co-ordinator is responsible for all Ad-Hoc client support requirements. MAIN FUNCTIONS OF THE JOB - Full installation & Decommissioning of communication cables in line with customer requirements (CAT5e, CAT6 and Fibre). This will include; installing, testing and labelling new cables, uploading test results and documenting cable routes within...
-
Production Shift Team Lead
4 days ago
East Rand, South Africa Unique Personnel Full time**Job Number** - 69260 **Job Type** - Permanent **Job Title** - Production Shift Team Lead **Computer Skills** - MS Word **Industry** - Manufacturing **City** - Ekurhuleni (East Rand) **Province** - Gauteng **Purpose of the role** - To co-ordinate the smooth and efficient operation of the plant, ensuring safety, quality and production goals are...
-
Sales Co-ordinator
7 months ago
East London, South Africa Herotel Full timeApplications 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...
-
Dc Controller
5 days ago
East Rand, South Africa Smollan Full timeAt Smollan, we’re on an evolutionary journey where we’re shifting our story. We’re looking for truly unique people who believe in fostering a diverse and inclusive environment. Where our people are cared for, happy and inspired in building an extraordinary place to work. We are looking for a DC Controller that will ensure effective, efficient...
-
Facilities Co-ordinator
3 months ago
East Rand, South Africa Afgri Full timeTo ensure optimal utilisation of the branches’ office space, maintaining a safe, clean, and professional environment, and minimising disruptions to operations. **REQUIRED MINIMUM EDUCATION/TRAINING** - Minimum Grade 12 - Secretarial Diploma - Certification as an Occupational Health & Safety Representative would be an added advantage **REQUIRED MINIMUM...
-
Service Administrator
7 months ago
East Rand, South Africa Unique Personnel Full time**Job Number** - 72996 **Job Type** - Permanent **Job Title** - Service Administrator **Computer Skills** - MS Office,SAGE **Industry** - Engineering **City** - Ekurhuleni (East Rand) **Province** - Gauteng - Reports To : Aftermarket Manager- Main Responsibilities / Functions of Job: - To provide administrative support to the Service departments by: -...
-
Manager, Regional Parts Distribution Center
7 months ago
East Rand, South Africa Unique Personnel Full time**Job Number** - 71914 **Job Type** - Permanent **Job Title** - Manager, Regional Parts Distribution Center **Computer Skills** - Ms Office **Industry** - Agriculture **City** - Ekurhuleni (East Rand) **Province** - Gauteng - Overall Responsibilities of the Operations at Regional Part distribution center at Johannesburg - Ensuring enhancements to...
-
Technical Co-Ordinator
4 weeks ago
East London, South Africa Fidelity Services Group Full timeJob title : Technical Co-Ordinator - East London Job Location : Eastern Cape, East London Deadline : January 03, 2025 Quick Recommended Links Jobs by Location Job by industries Minimum qualifications and experience: Grade 12 or equivalent Excellent verbal and written communication Minimum of 2 years admin background Computer literate...
-
Shift Production Supervisor
4 days ago
East Rand, South Africa Unique Personnel Full time**Job Number** - 68449 **Job Type** - Permanent **Job Title** - Shift Production Supervisor **Computer Skills** - ERP,JD Edwards,MS Excel,MS Outlook,MS Word **Industry** - Engineering **City** - Ekurhuleni (East Rand) **Province** - Gauteng - REPORTING TO THE PRODUCTION MANAGER- JOB PURPOSE: - To supervise and lead the performance of the shift and its...
-
Debriefer - Logistics Industry - Night Shift - East
22 hours ago
East London, South Africa Job Masters (Pty) Ltd Staff Recruitment Co Full timeDebriefer - Logistics Industry - Night-Shift - East London Processing delivery PODs and debriefing vehicles as well as oversee drivers and crew (up to 30) Permanent night shift position - 3pm to 1am (some overtime may be required at peak periods) Minimum requirements: - Matric | Grade 12 - Computer literate - MS Word, MS Excel, MS Outlook etc) - Own...
-
Driver - Material Handling Equipment
7 months ago
East Rand, South Africa Ecowize Full time**Responsibilities**: Responsible for material handling of a variety of items to various warehouse locations. Responsible for operating a reach truck and forklift when picking, binning, and moving items and loading and off-loading of items from transporting vehicles. **High level - Objectives**: - Picking and binning/ receiving items in the warehouse and...
-
Nurse Leader
7 months ago
East London, South Africa Mednurse Full timeThe incumbent will act as a clinical resource and a leader for all nursing and clinical related functions performed by the clinic employees in the following areas: - The planning, sourcing, delivery and co-ordination of competent, quality nursing care, - Support and supervise less experienced staff, acts as a preceptor for new staff, and assists in the...
-
Production Operations Manager
1 month ago
East Rand, South Africa Unique Personnel Ltd Full timeWe are seeking a skilled and experienced Production Shift Supervisor to join our team at Unique Personnel Ltd.About the RoleThe successful candidate will be responsible for co-ordinating the smooth and efficient operation of the plant, ensuring safety, quality and production goals are met.Main Responsibilities:Supervise and coordinate the activities of the...
-
Logistics Controller
7 months ago
East London, South Africa Abantu Staffing Solutions Full time**Overview / Purpose of the job**: To operate Logistics sufficiently. Make sure the correct stock goes to the correct Customer as per orders. Tracking of deliveries and collections *** **Min Requirements**: - MS Office proficient - 3-5 years relevant logistics/manufacturing/warehouse experience - Grade 12 + relevant tertiary qualification...