Implementation Operations Coordinator at Yoco

About the role:

• We are seeking an Implementation Operations Coordinator to enable our teams in managing technical installation & support projects for our customers. We have developed the best-in-class capabilities across payments, software, hardware, and financial services to empower merchants across South Africa and we are looking for extraordinary people to take our solutions to the market.
• You will be connecting internally with our various teams and externally with customers, coordinating various project tasks and managing very busy schedules. You will be the core person to keep everyone and everything in order. With your help, our teams will be planning and executing installation projects, and training customers on product usage. The ideal candidate is customer focused, hyper organised, with exceptional communication skills and a passion for people.

What you will be doing

• Own and manage the planning and scheduling of our field installation team based on implementation requests and resource capacity
• Internal coordination between various functions working on client projects
• Ticket and job allocations to resources and workflow updates to manage SLAs
• Following standard procedures for customer support escalations and resource allocation
• Oversee and manage the hardware stock availability and ensure a healthy pipeline of hardware that covers all upcoming customer requests
• Maintain a record of all ongoing projects, provide regular reporting to leadership on project status, and flag any risks
• Client onboarding into CRM and Support Platform, including data capture, documentation, and archiving

About you

• 3-5 years professional experience as a Project Coordinator or Scheduling Administrator
• Proven experience with scheduling and diary management
• Experience in a client facing role
• Very good understanding of bookings and resource allocation in calendar based schedules
• Ability to work with a CRM and calendar bookings systems (eg. Zendesk, Salesforce, FreshDesk)
• Familiarity with stock management, allocation and ordering (via system or manually) is a plus