Position: HELD DESK COORDINATOR.
Deadline: 30 Jun 2018.
Date posted: 19 Jun 2018.
Location:Dar es Salaam.
Description:
Position Summary
We are looking for Help Desk Coordinator to be a part of Customer Support Services department that provides support to clients and helps in resolving their issues. The ideal candidate will be responsible for answering the calls received from the clients, planning, organizing, and prioritizing the work and ensuring that high quality of services is being rendered to clients, thereby ensuring better customer satisfaction and achieving the mission of the company.
Responsibilities
- Provide continuous status information to ensure customer satisfaction
- Initiate customer contact, escalate to appropriate parties and resolve incidents
- Answer, evaluate, and prioritize incoming telephone, voicemail, e-mail, and in person requests for assistance from users experiencing technical problems
- Respond to technical issues as they arise
- Responsible for daily help desk functions, addressing all incoming support requests via email, phone and web-site
- Opening service orders for each issue and ensuring accuracy of information
- Assist in disseminating information including maintaining and updating technical calendars, updating client information, and keeping current on department status
- Assist in constantly improving processes and procedures as it relates to client support
- Keep client informed of status, timing and options for support
Major Requirements
- Degree or Diploma in any related field
- 3 years working experience in a similar position (Help Desk or Customer Care) is desirable
- Must be fluent in both
English and Kiswahili
- Strong client and team interaction focusing on Communication, Problem solving and Excellent verbal and written communication skills
- Client service attitude with excellent interaction skills
- Knowledge of Microsoft Office, including but not limited to Word, Excel, PowerPoint and Outlook
- Must be able to
demonstrate an excellent timekeeping and attendance record
- Ability to multi-task in a fast paced office environment
Outgoing and confident personality
- Detail oriented