Ict Customer Support Officer

2 weeks ago

Manukau, Auckland, New Zealand Tekne Limited Full time
At Tekne Limited we are a vibrant company based in Auckland. We are looking for positive minded ICT Customer Support Officer to join our operations urgently.

Job title:
ICT Customer Support Officer

Job locations:
Auckland.

Number of Positions: 1 position.

Employment Type:
Permanent.

Days required:
Rotating Roster and weekends as required.

Hours per week:
Minimum 30 hours per week.

Hourly rate of pay:
$28 to $35.


Job pre-requisites: Having 1 year of work experience and/or a suitable qualification will be beneficial but not necessary as we need workers urgently.


Responsibilities and Duties will include:

  • Accountable for ensuring the allocated customer and service experience required is delivered nationally as per Service Level Agreements.
  • Lead the service experience for Tekne's customers and participate in customer visits with the Account Manager, proactively seeking customer oriented outcomes.
  • Develop and maintain relationships with new and existing customers, ensuring all their requirements are met in a timely and efficient manner.
  • Ensure the customer's view of their service experience is at all times held positively and their legitimate expectations are met.
  • Implement customer delivery outcomes through the production of comprehensive delivery plans.
  • Identify and implement revenue growth and cost saving opportunities.
  • Ensure service level reporting is implemented and maintained.
  • Ensure contractual compliance.
  • Document and maintain business process inclusive of escalation paths.
  • Participate in service forums to share information about customer experience and technology delivery activity.
  • Monitor and review customer service procedures and protocols to ensure high standards are consistently met. Monitor exceptions and address high frequency issues.
  • Take ownership of customer complaints and follow through until a satisfactory conclusion is reached. Ensure root cause(s) are found and policy / procedural changes made to avoid repeat issues.
  • Continually monitor the documentation and reporting provided to customers to ensure that it continues to meet their needs. Formally review and implement improvements every six months.
  • Ensure that the customer relationship management system is kept up to date following all client communications telephone calls or visits.
  • Monitor trends and developments within the industry, especially competitor products and services, and opportunities for innovation. This should be undertaken every six months.
  • Respond to requests for information from clients or prospective clients within one business day.
  • Coordinate the preparation and distribution of client reports as required, ensuring accuracy and completion within the agreed timeframe.
  • Attend events that give Tekne an opportunity to engage with clients.
  • Ensure relationships with key customers are enhanced and strengthened through regular contact and particular attention given to understanding and meeting the needs of these customers.
  • Support contracted clients as required.
  • Respond to requests for information from clients or prospective clients within one business day.
  • Coordinate the preparation and distribution of client reports as required, ensuring accuracy and completion within the agreed timeframe.
  • Attend events that give Tekne an opportunity to engage with clients.
  • Ensure relationships with key customers are enhanced and strengthened through regular contact and particular attention given to understanding and meeting the needs of these customers.
  • Support contracted clients as required.
  • Other duties reasonably within the capability of the employee may also be required from time to time. The employee's duties may be altered following consultation with the employee.

Job Type:
Permanent

Pay:
$ $35.00 per hour

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