Job Description

:The Customer Services Co-Ordinator is responsible for the day to day activities to manage customer service expectations. The role works with all IT service providers ensuring that service delivery meets all Service Level Agreements (SLAs). Perform business engagements on existing services to ensure agreed services are being delivered against requirements and user expectations.Responsibilities:xc2xa7Administer and execute against service management best practices and processesxc2xa7Support Service Management Lead in defining business engagement on existing services to ensure agreed services are being delivered to requirements and business end user expectations and satisfaction levels are metxc2xa7Develop and enhance relationships with key stakeholders, actively manage their expectations & monitor satisfaction levels;xc2xa7Provide a uniform approach to the way in which customer feedback is handled and resolvedxc2xa7Attend Change Control Advisory Board (CAB)xc2xa7Responsible for management of all SLAs by overseeing the operations are carried out effectivelyxc2xa7Provides reporting on performance of service levels and other KPIs for all internal and external parties providing IT servicesxc2xa7Adhere to and suggest improvement to SLAs, OLA's, policies and procedures where requiredxc2xa7Participate in internal service review meetingsxc2xa7Monitoring response times; evaluating user satisfaction levels and making recommendations for improvementxc2xa7Takes ownership and ensures proactive closure for problem reports that fall within area of responsibilityxc2xa7Advise employees how to improve work proceduresxc2xa7Ensure high levels of customer satisfaction with delivered servicesxc2xa7Works with management and the business to identify and prioritize service improvementxc2xa7Builds and maintains customer relationshipsxc2xa7Provide support as required to all VIP users and Executivesxc2xa7Carry out Mobile Device Management administration for end usersxc2xa7Assists with coordination of upgrades, releases, and software implementationsxc2xa7Ensure ITIL based processes are being followed and recommend improvements where neededxc2xa7Support the other service delivery teams with administration needsQualifications:Key attributes and competenciesxc2xa7ITIL service management best practicesxc2xa7Excellent reporting skills and experience in statistical analysis and reportingxc2xa7Strong verbal and written communication skillsxc2xa7Interpersonal skills including the ability to work with both internal customers and external entities is requiredExperiencexc2xa72-4+ years in a customer services positionxc2xa7ITIL Foundation trainingAbout Us:Tiger Brands is proudly Africa's largest listed manufacturers of fast-moving consumer goods (FMCG). We impact lives every day with our iconic, award-winning brands. Our core business is the manufacture, market and distribute everyday branded food and beverages. Our products are relevant across every meal occasion and are well positioned to grow.Being a food company means we're an intimate part of everybody's daily lives and that's why we get loud and proud about exploring further, roaring louder and growing together.In accordance with the employment equity plan of Tiger Brands and its employment equity goals and targets, preference may be given, but is not limited, to candidates from under-represented designated groups.

Tiger Brands