Digital Support Coordinator - Durban at Hirt & Carter

KEY PERFORMANCE AREAS:

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

QUALIFICATIONS / EXPERIENCE:

• Relevant tertiary qualification with at least 2 - 3 years’ experience in FMCG, marketing, digital marketing, agency or brand environments
• Strong customer care & support experience is required
• FreshDesk/FreshChat/FreshSuite & MS Suite experience is critical
• Digital campaign support experience is highly advantageous

BEHAVIOURS & ATTRIBUTES:

• Exceptional communication and problem solving skills
• Root cause analysis skills
• Strong strategic thinker and customer service skills
• Ability to work well in high pressure situations
• Team player