Digital Support Coordinator

• Date Posted: Posted 4 weeks ago
• Location: Durban, Kwazulu Natal
• Job Title: Digital Support Coordinator
• Salary: R18,000
• Education Level: Diploma
• Job Level: Intermediate
• Minimum Experience: 1 - 3 Years

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.

Very good salary on offer (subject to qualification and or experience) and internal career advancement opportunities.

Purpose of The Job:

The Digital Support Coordinator role involves managing our FreshDesk and FreshChat support lines to ensure exceptional service levels for our clients. The ideal candidate will have a strong background in customer support and be adept at using digital communication tools.

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