Digital Support Co-ordinator

CORE PURPOSE OF THE JOB

We are looking for a proactive and customer-oriented Digital Support Co-ordinator to join our dynamic team. This role involves managing our FreshDesk and FreshChat support lines to ensure exceptional service levels for our clients. The ideal candidate will have a strong background in customer support and be adept at using digital communication tools.

Responsibilities

1. Manage daily operations on FreshDesk and FreshChat platforms, ensuring timely and accurate responses to inquiries and issues.
2. Serve as the first point of contact for our clients, providing support and resolving queries regarding our campaigns and services.
3. Maintain a deep understanding of our products and services to offer solutions and assist clients effectively.
4. Monitor and analyse customer service metrics to identify trends and areas for improvement.
5. Collaborate with the marketing and technical teams to align client support strategies with overall business objectives.
6. Train and guide other team members on best practices for customer support on FreshDesk and FreshChat.
7. Ensure compliance with all company policies and procedures, as well as client confidentiality agreements.
8. Handle escalations and more complex issues as required.

Requirements

Proven experience as a support agent or similar customer service role; experience with FreshDesk and FreshChat preferred.

Strong communication skills, both verbal and written, with the ability to communicate effectively in a variety of settings.

Excellent problem-solving skills and the ability to think on your feet.

Familiarity with CRM systems and practices.

A customer-oriented attitude, with a passion for delivering exceptional service.

Ability to multitask and manage time effectively.

Diploma required; further education or certification in customer service or related field is a plus.

DIMENSIONS OF THE JOB

1. Types of products: FreshSuite, digital technologies, digital media, marketing technology, software solutions and data analytics.
2. Market segments: Retail, FMCG.

Key Performance Areas

Achieving Operational Objectives

• Develop a strategic operational roadmap for support with the data & compliance lead that sets the foundation for customer related support queries using technology FreshDesk/FreshChat.
• Assist to connect different business units operationally and achieve interoperability between support systems and client campaigns.
• Provide workflow & workflow management guidance across the digital business for support ops.
• Provide technical support as an operational intermediary between digital ops & client.
• Successfully support Chatbot execution for not only support but for campaigns and the management thereof.

Maintain Effective Communication

• Share knowledge with team members and draw on skills of experts where required to fulfil customer requirements.
• Effective communication with support platform, feedback to line manager and digital team, ops, project managers, media planning, digital campaign co-ordinators, testing, support, and management.
• Provide management with weekly support feedback & reports.
• Resolve all platform, campaign and support issues.

Competencies Required

Knowledge & Technical Skills Required:

• Diploma or equivalent in a related field.
• 2-5yrs experience in FMCG, marketing, digital marketing, agency or brand.
• Customer care & support experience critical.

• Digital campaign support experience is mandatory.

• Superior communication skills, both internal and client-facing.

• Strong resolution and problem-solving skills.

• Strong strategic thinker and customer service skills.

• Ability to work effectively with a variety of internal teams and business groups.

Behaviours and attributes:

Good listener, attention to detail, service driven, influential, sincere, 24 hour on call approach, ability to handle support deadlines and stress, resilient to criticism/rejection, ability to understand customers needs, self-confidence, determined, self-motivated, mature, self-disciplined, good time management, dedicated, passion for product and customers requirements, professional pride, can do team based attitude, ability to motivate others.

Computer ability:

1. MS Suite
2. FreshDesk/FreshChat/FreshSuite

Contact Relationships

Internal: Business unit managers, Iine managers, media planners, key accounts team, campaign managers, implementation co-ordinators, project managers.

External: Customers Retail & brand customers

NOTE:

Responsibilities included in this job description do not necessarily represent an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as circumstances change.