Call Coordinator

 

Recruiter:

Data Centrix

Job Ref:

JHB005744/Prena

Date posted:

Wednesday, January 19, 2022

Location:

Johannesburg, South Africa


SUMMARY:
Our client based in Houghton is looking for a Service Desk Call Coordinator for a 12 months contract

JOB DESCRIPTION:

Qualifications
  • ITIL
  • Degree/Diploma is nice to have
  • 3-5 years proven experience
  • Great references
 
 Purpose of the Position
 The Service Desk Coordinator is primarily responsible to provide a single point of contact for the customer. The role is in place to manage and coordinate requests from initiation to completion. The Service Desk Coordinator is responsible for successful communication to various parties, driving results, verification and capturing of information into the Service Desk Application, and most importantly, displaying a customer focused approach. Service Level Agreements play an important part for this role as this creates strict timelines for a Service Desk Coordinator to work within.
 
Key Performance Areas (KPAs)
  •             A key responsibility of this role is ensuring that an ongoing contribution toward positive customer satisfaction is achieved.
  •             To execute incident, service request and problem management through compliance with specific policies and SOP’s on a daily basis.
  •             To ensure that repeat incidents are proactively identified and escalated to the Service Desk Manager
  •             The Service Desk Coordinator is responsible for the management of incidents and requests in order to achieve Service Level Agreements.
  •             Effective verbal and written communication to the customer is a primary requirement for this role. 
  •             This role must ensure that vital information is communicated to the customer.
  •             A Service Desk Coordinator is responsible to drive various resolver groups internally and externally toward achieving resolution within SLA. This extends to the management and coordination of a call until total closure.
  •             Adherence to call lifecycle processes and procedures.
  •             Ensure the phone is always answered timeously, in a professional manner and that the relevant soft skills required are displayed on every customer interaction
  •             Display professional, helpful, responsive behaviour and a willingness to assist the users at all times
  •             Ensure 98% of all calls are answered within 30 seconds.
  •             Update the call at least once a day with all correspondences and actions to ensure a complete audit trail for future reference
  •             Provide a professional and efficient communication between the business and the customer
  •             Ensure the call classification matches the call description
  •             Ensure detailed and accurate solution is captured into the call when resolving the call
  •             Responsible for taking ownership of all incidents that are specifically logged and therefore, are required to manage the incident during the incident lifecycle
  •             Responsible for the constant verification and validation of information entered into the Service Desk Application to ensure that a high quality of information is achieved and maintained.
  •             Act as the single point of contact (SPOC) for the user even if the incident is reassigned to other functional levels such as 2nd Level, Field Service Engineers etc.
  •             Ensure that all IT incidents are logged, without exception
  •             Record details of all incidents, timeously and accurately paying particular attention what the actual issue reported was
  •             Ensure customer satisfaction survey feedback targets are met.
  •             It is vital the individual has a good understanding of the Service Desk processes, policies and the respective customer processes and policies. 
  •             Must ensure that all calls are efficiently tasked to the correct resolver team for timeous resolution of calls within SLA
  •             Track and update calls via activity/work log updates
  •             Responsible for the escalation of P1 incidents via Voice communication and Email.
  •             Responsible for escalation of incidents to IT internal management or to external 3rd Party Management if required to resolve and restore the Service affected
  •             Responsible for providing the user with regular feedback on the progress of the incident
  •             Responsible for ensuring that a activity/work log updates within Call management system records the activities taken during the incident life cycle to reach a resolution
  •             Responsible for ensuring that all details captured into call management system are accurate, error free and clearly highlights what the impact is / was to the user
  •             Responsible for following up of all reassignments to ensure that calls do not breach 
  •             Monitor the progress of all calls assigned and ensure that all steps are taken by the right resource to resolve the call before it breaches

 

NB! This job is now closed. You can apply for other jobs by uploading your CV.


 

 

 

Similar jobs you might be interested in:

E-Commerce Operations Coordinator
Location: Midrand
Salary:
Today


Sales Coordinator
Location: Irene
Salary:
Sales coordinator - Irene, Pretoria (FMCG)
17 days ago


Outside Plant Coordinator
Location: Johannesburg
Salary:
Our client is a leading network infrastructure company specializing in the design and construction of fiber networks. Operating across multiple states in the USA, they play a key role in broadband expansion projects, delivering end-to-end solutions with a strong focus on customer service, reliability, speed, and quality.
4 days ago


ISP Coordinator
Location: Johannesburg
Salary:
Our client is a leading network infrastructure company specializing in the design and construction of fiber networks. Operating across multiple states in the USA, they play a key role in broadband expansion projects, delivering end-to-end solutions with a strong focus on customer service, reliability, speed, and quality.
4 days ago


Logistics Call Centre Operator
Location: Pretoria
Salary: Market-related
Join a high-impact logistics control centre that keeps a national fleet moving, safely and on time.
Today


Call Centre Operator (Logistics)
Location: Akasia
Salary:
Today


Call Centre Operator – Logistics
Location: Pretoria
Salary: Annual Salary
Join our 24/7 logistics call centre! You’ll coordinate breakdowns, authorize diesel, capture loads, monitor journeys, enforce sleep plans, and manage pool vehicles—keeping our fleet moving efficiently and safely
1 day ago


Call Centre Operator (Logistics)
Location: Pretoria North, Gauteng
Salary: Market Related
The call Centre Operator will work in a 24/7 transport control environment, managing driver communication, breakdowns, diesel authorizations, and journey tracking to ensure smooth fleet operations.
1 day ago


QA Analyst: Call Centre
Location: Pretoria
Salary: 10000 Monthly
A well-established Law Firm specialising in debt collection is looking for a new Quality Assurance Analyst. The law firm is based in PTA East, and it's an in-office position. Please read on to see if you meet the minimum criteria. EE: Open
9 days ago


Call centre agent
Location: Johannesburg
Salary:
call Centre Agent - Temp
10 days ago


Create a free job alert for Call Coordinator in Johannesburg

Enter your email address below and we will email you similar jobs when they become available:

You can cancel at any time. We will not spam you.
By giving us your email address your agree to our Terms and Conditions

 

Jobseekers

Register your CV Search jobs CV writing

Recruiter

Advertise jobs Search the CV database

General

Disclaimer Terms and conditions Privacy policy Cookie policy POPIA manual Unsubscribe

© Copyright 2025 Job Placements. All Rights Reserved.