Operations Coordinator - Sandton Verfied Gold Badge

R 15k to 22k per month Sandton, Gauteng Sandton, Gauteng more than 14 days ago 12-01-2015 9:20:06 AM
09-02-2015 9:20:06 AM
Our client is a developer who has a proven track record in delivering world-class mobile apps for millions of users around the globe and across multiple platforms and languages utilising the latest QR matrix barcode. They are focusing on the hospitality market initially and are looking for the services of a top flight customer service orientated Operations Coordinator to join their young dynamic team.

PLEASE READ THE JOB DESCRIPTION CAREFULLY
Operations Coordinator: Technical Outputs

Ensuring relevant stakeholders are informed throughout the various stages
Restaurant tracking and monitoring– This involves ensuring that the restaurant is tracked throughout the process (from when the pay gate forms are submitted – to the go live date), ensuring that the various stages are completed and the restaurant is 100% to go live (banking is in order, pay gate has created profiles, our Back offices checks are completed etc).
Co-ordination – Ensuring that the restaurants technical visits and installs are planned, booked and coordinated between the CCC and the technical installer; as well as the restaurant. Ensuring all communication is clear between all parties throughout the whole process.
Meeting deadlines (getting a merchant live within a specific amount of time) – ensuring that the restaurants are tracked and monitored throughout the restaurant process (life cycle) and that the ‘pipeline’ is prioritized accordingly – based on business aims, objectives and priorities.
Ensuring that the restaurants expectations are managed accordingly ( this may involve assisting the CCC) and that additional customer care is provided where needed.
Communicating additional product features from the CCC, sales team or restaurants that may come up and communicating them with the product team, technical team and relevant managers – as well as closing the feedback loop with the customer and ensuring that the CCC has the correct answers to answer such questions.
Providing support to those in field where necessary.
Customer/ Restaurant satisfaction
Completion of restaurant tracking sheet and related admin
Follow up on problems and ensure customer satisfaction
After hours availability
Monitor and track the merchants milestones (install dates, go live dates, 3 and 6 month processing rate dates) - ensuring that certain actions are actioned at these milestones and the relevant people are informed.
Record, distribute and monitor the “suggestions” that come through and provide feedback to the product team once a suggestion has come through the process so they can communicate with the customer.
Handle any merchant/customer problems (communicated directly to us, communicated via the CCC or
sales team or sales managers) with a personal approach to solving the problem and closing the feedback loop.
Monitor and track the proof of the merchants processing rates done by the CCC's.
Monitor and coordinate any problems the restaurants may have – this may involve coordinating CCC and technical staff.
Support Role
Understand the product. Have the ability to answer any product related questions.
Ability to train merchants if need be, provide support to the teams and solve problems - through product knowledge and problem solving.
Co-ordination and management of the stock levels for restaurant installs.
Planning (based on information provided by the sales and technical team) - the interceptor(hardware) requirements for the designated region on a weekly/bi-weekly basis.
Coordination with both sales and technical team to ensure that stock levels are kept to an acceptable level to ensure that deadlines are met.
Organizing couriers to ensure that deliveries are made on time.
Communicate with the relevant personnel on a weekly basis with regards to ordering of hardware components.
Operations Coordinator: Behavioural Outputs

Makes clients and their needs a primary focus of one's actions.
Develops and sustains productive client relationships.
Actively seeks to understand client circumstances, problems, expectations and needs.
Shares information with clients to build their understanding of issues and capabilities.
Builds rapports and cooperative relationships with clients.
Responds quickly to meet client needs and resolve problems.
Managing work (includes time management)
Effectively manages one's time and resources to ensure that work is completed efficiently.
Prioritises activities and tasks to complete the task on the scheduled date.
Demonstrates ability to work on different tasks concurrently.
Stays focused by using time effectively and prevent irrelevant issues or distractions from interfering with work completion
Contributes to team success
Actively participates as a member of a team to move the team toward the completion of team goals.
Facilitates team goal accomplishment
Shares important or relevant information with the team.
Demonstrates personal commitment to the team.
Displays Company Values
Accepts responsibility for outcomes, whether positive or negative, and is willing to admit mistakes and refocus efforts.
Demonstrates passion by taking immediate action when confronted by a problem or made aware of a situation
Operates with integrity, through honesty and keeping of commitments, to demonstrate care.
Remains open to ideas, listens to others and objectively considers others' ideas and opinions even when they may conflict with their own.
Takes ownership for quality by dedicating the required time and energy to assignments and making sure no aspect of the work is neglected.
Takes independent action by suggesting new ideas or potential solutions to problems.
Operations Coordinator: Skills

Strategic thinking and planning
Stress tolerance
Admin and customer care experience essential together with MS Office experience.

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