Ict Customer Support Officer

5 months ago


Auckland City, 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.
- Co-ordinate 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.
- Co-ordinate 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: $28.00 - $35.00 per hour


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