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As a Helpdesk Coordinator you will be responsible for both inbound and outbound engagement with a large customer database of farmers. You will be dealing with both samplers and farmers on a daily basis via phone and email. Schedules of work for the week will be provided with KPIs to meet on both inbound and outbound engagement with customers. Candidates need to be reliable, have a good work ethic. This is an on-site based role. Monday - Friday on a 6 month contract. Candidate Duties: Utilise excellent customer service skills to engage with a farmer customer base. Provides first level contact and gathers information required to schedule appointments. Updates customer data and interactions on the CRM. Modify prepopulated land maps to issue soil sample maps to soil samplers. Make outbound calls to schedule appointments with samplers and farmers. Take inbound calls to provide information and update samplers/farmers as needed. Escalate unresolved queries to the next level of support. Tracking, routing and redirecting problems to correct resources. Resolve scheduling problems with farmers. Follow up with customers, provide feedback and see problems through to resolution. Ensure proper recording, documentation and closure. Recommend procedure modifications or improvements. Candidate Requirements: Some understanding of farming or a land based sector. Proven working experience in providing help desk support. Proficiency in English. Working knowledge of help desk software, databases and remote control. Strong client-facing and communication skills. Advanced troubleshooting and multi-tasking skills. Customer service orientation. Strong organizational skills. Respond calmly to emergency and/or critical situations.
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