Digital Support Coordinator - Durban, South Africa - Hirt & Carter

Hirt & Carter
Hirt & Carter
Verified Company
Durban, South Africa

1 week ago

Thabo Mthembu

Posted by:

Thabo Mthembu

beBee Recruiter
Description

_DIGITAL SUPPORT COORDINATOR _

_HIRT & CARTER DIGITAL SOLUTIONS _
**_DURBAN
- **
_


CORE PURPOSE OF THE JOB:
_
The Digital Support Co-ordinator will manage the FreshDesk and FreshChat support lines to ensure exceptional
using digital communication tools.


_


KEY PERFORMANCE AREAS:
_

  • Manage daily operations on FreshDesk and FreshChat platforms, ensuring timely and accurate responses to
inquiries and issues

  • Serve as the first point of contact for clients, providing support and resolving queries regarding campaigns and
services

  • Maintain a deep understanding of products and services to offer solutions and assist clients effectively
  • Monitor and analyse customer service metrics to identify trends and areas for improvement
  • Collaborate with the marketing and technical teams to align client support strategies with overall business
objectives

  • Train and guide other team members on best practices for customer support on FreshDesk and FreshChat
  • Ensure compliance with all company policies and procedures, as well as client confidentiality agreements
  • Handle escalations and more complex issues as required

_QUALIFICATIONS /


EXPERIENCE:
_

  • Relevant tertiary qualification with at least 3 years' experience in FMCG, marketing, digital marketing,
agency or brand environments

  • Strong customer care & support experience is required
  • FreshDesk/FreshChat/FreshSuite & MS Suite experience is critical
  • Digital campaign support experience is highly advantageous

_BEHAVIOURS &


ATTRIBUTES:
_

  • Exceptional communication and problem solving skills
  • Root cause analysis skills
  • Strong strategic thinker and customer service skills
  • Ability to work well in high pressure situations
  • Team player
The advert has minimum requirements listed.
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