Digital Support Coordinator

2 weeks ago

Durban, South Africa HR Talent Partner Full time

**Job Overview**:
**Date Posted**: Posted 1 month ago-
**Location**: Durban, Kwazulu Natal-
**Job Title**: Digital Support Coordinator-
**Salary**: R18,000-
**Education Level**: Diploma-
**Job Level**: Intermediate-
**Minimum Experience**: 1 - 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
- 2-5 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 customer-oriented 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 client-facing
- Strong resolution and problem-solving skills
- Strong strategic thinker and customer service skills
- Ability to work effectively with a variety of internal teams and business groups
- Excellent problem-solving skills and the ability to think on your feet

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