Our client based in Johannesburg North are looking for a Skilled Service Coordinator to add to their team on a permanent basis You will be Responsible for: • Develop excellent working relationships with our client’s external offices to encourage excellent customer service • Incidents: • Daily follow up on existing incidents to be more proactive and to get quicker resolution • Monitoring resolution times of incidents to ensure that they stay within SLA times • Create in conjunction with support resource an incident report for all severity 1 & severity 2’s reported by the customer • Change Requests: • Create Change Requests • Follow up on development of Change Requests • Ensuring testing of all Change Requests • Managing releases/deployments for Change Requests & fixes • Create Change Controls • Deployment to Test • Deployment to Production • Billing of deployed Change Requests. • General: • Conducting weekly meetings with the support resources • Preparing a weekly report and giving feedback at weekly support meeting with Support Manager • Attending Monthly Service calls/meetings with SLA customers & taking down minutes • Following up on action points from Monthly Service calls • Ensuring support staff training is up to date and liaising with Training Department where training is needed • Ensuring customer documentation is up to date or gets updated at least once a year • Functional Spec, Technical Document, User Manuals, Admin Manuals • Liaising with Project Managers/Coordinators when projects are nearing the handover phase when the support resource should be trained • Collate monthly transaction volumes (SLA) Experience Requirements: • Previous call centre environment experience would be advantageous • Good general knowledge of IT & post software implementation support is required • Experience in one of the following roles is beneficial • Customer Service Agent • Customer Service Consultant • CRM • Client Service Specialist • After-Sales Support • Spoken and written communication- communicate confidently at all levels. • Decision making- make prompt logical decisions to resolve complaints. • Time management- ability to priorities workload. • Organizational skills- structure appointments and meet timescale targets. • Interpreting information- ability to gather information in support of decision making. • Computer skills including Excel, Word, Project and Visio Interested candidates can forward their comprehensive written applications to the following e-mail: (at) or fax to: (***)-***-****, you can also contact Caitlin on (***)-***-**** Correspondence will only be conducted with short listed candidates. Should you not hear from us within 3 working days after the closing date, please consider your application unsuccessful. Hire Resolve offers a R1000 for any candidate that is referred and placed through Hire Resolve. Hire Resolve also offers a R1000 job spec fee for any referral that results in a placement through Hire Resolve. If your company is looking for any IT, Finance or Engineering staff, please email us at jobspec(at) with the company name, a contact person and contact email or number of the person doing the hiring. We will keep the referral strictly confidential