Service Delivery Coordinator

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

A SNAPSHOT OF YOUR ROLE

• Deliver consistent and exceptional customer service, and where possible first call resolution across all Vocus products and services.
• Be the first point of contact for all inbound standard customer interactions and provide first level support via multiple channels.
• Accurately deliver services as part of Vocus’ product catalogue.
• Ensure all communications are accurately and thoroughly documented into the Support Ticketing system, correctly prioritized, and categorized.
• Ensure all customer communications are proactively attended to in an effective and timely manner within customer Service Level Agreements – whilst ensuring the customer is kept informed of progress.
• Develop and maintain relevant knowledge and skills to be able to create solutions to technical/application customer problems and queries.
• Responsible for the completion of all assigned cases ensuring customer satisfaction and quality control.
• Ensure system, service records and documentation are kept up to date with any changes.
• Identify complex delivery issues for escalation and effectively use the pre-established escalation process within OLA/SLA.
• Escalate any identified standards, policies, or procedural improvements to relevant parties within the organization to enhance the current use of products or systems and reduce incoming contact channel volumes whilst keeping Management aware of any discrepancies, deficiencies, or inaccuracies.
• Contribute to the creation and updating of both customer and internal departmental documentation and knowledge, including processes and work instructions.
• Active self-development such as participation in workshops, courses, and certifications where applicable.
• Comply with continuous improvement initiatives, management systems and established processes.
• Any other duties as required by departmental Team Leads or Managers.
• Other duties as requested by Management, not limited to the above.

Join the A-Team and experience the A-Life!