Position title
IT Customer Services Coordinator
Description
  • The Coordinator, Managed Services is responsible for planning and organizing activities for Tier 1 to Tier 3 support functions while tracking conformance to contractual obligations.
  • The Client Service Coordinator position requires providing excellent customer service to our clients and ensuring that their needs are met in a timely manner.
  • The Client Services Coordinator is responsible for following up with Clients via phone or email to assure the Client that their ticket has been received and will be taken care of by the Service Desk.
  • This person should enjoy learning new technologies on the fly while solving diverse technical challenges.
  • The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes.
  • The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service.
  • Plan and organize ticket assignments of the technical product support functions while tracking and prioritizing client contractual obligations.
  • Maintaining excellent communication between internal teams and clients to ensure the smooth flow of project operations.
  • Calculating billable hours on incoming projects to forecast project assignment and priority.
  • Audit and approve travel expenses for technicians and engineers required to go onsite to a client.
  • Create and assign all service tickets to the appropriate technical level team in order of highest priority.
  • Provide support to end users with an enthusiastic attitude and maintain regular communication throughout the lifecycle of the ticket until the issue is resolved to the customer's satisfaction.
  • Interacts and works directly with internal teams and vendors to escalate technical concerns, provide customer updates, and drive incidents to resolution.
  • Communicate scheduling changes between office and field staff accurately and on a timely basis.
  • Act as a liaison between clients and scheduled staff to communicate changes and needs on open tickets.
  • Assist in answering incoming client calls when the Technicians, Managed Services are unable to.
  • Prioritize the client experience while administering and prioritizing the order that tickets need to be assigned.
  • Confident and comfortable with client facing activity.
    Strong oral and written communication skills
  • Communicate effectively with internal team members, customers, clients, and stakeholders.
  • Maintains the ability to stay organized and be detail oriented.
  • Effective time management and multi-tasking skills
  • Demonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement/execution excellence
  • Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment
  • Demonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement/execution excellence.
  • Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment.
Qualifications
  • Applicants must be a PERMANENT RESIDENT in the Philippines.
  • One year in customer service, dispatching, coordinating or related experience in a professional environment.
  • One year in a call-center-like environment with experience in an MSP environment is preferred.
  • Experience with Office 365 and Microsoft's Software/Applications: Excel, Outlook, Word. 
Contacts

To apply for this job email your details to joemark@incorp.ph

STATUS
OPEN
Employment Type
Full-time
Industry
IT
Job Location
Taguig City
Base Salary
P30,000-P40,000
Date posted
07/10/2024
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