Digital Support Coordinator

Digital Support Coordinator - Durban Full job descriptionJob OverviewDate Posted: Posted 4 weeks agoLocation: Durban, Kwazulu NatalJob Title: Digital Support CoordinatorSalary: R18,000Education Level: DiplomaJob Level: IntermediateMinimum 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.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 field2-5 yrs experience in FMCG, marketing, digital marketing, agency or brandCustomer care & support experience criticalDigital campaign support experience is mandatoryProven experience as a support agent or similar customer service role; experience with FreshDesk and FreshChat preferredStrong communication skills, both verbal and written, with the ability to communicate effectively in a variety of settingsFamiliarity with CRM systems and practicesA customer-oriented attitude, with a passion for delivering exceptional serviceAbility to multitask and manage time effectivelyDiploma 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-facingStrong resolution and problem-solving skillsStrong strategic thinker and customer service skillsAbility to work effectively with a variety of internal teams and business groupsExcellent problem-solving skills and the ability to think on your feet