IT Process Coordinator

1 week ago


Lahore, Punjab, Pakistan ibex. Pakistan Full time

We are looking for a highly skilled IT Process Coordinator to join our Implementation Services team at ibex Pakistan. The successful candidate will have experience in customer service and process coordination, with a strong focus on IT.

This role is critical to ensuring seamless integration with our global clients. You will be responsible for coordinating the completion of cases and order fulfillment, prioritizing daily work, and communicating with dealers/vendors.

Key Responsibilities:

  • Manage case and order fulfillment processes according to department policies and ISLA.
  • Utilize department rules to prioritize daily work and manage workflow.
  • Interact with dealers/vendors via phone and email.
  • Maintain quality service standards for both internal and external customers.
  • Escalate unresolved client issues to designated associates.
  • Stay informed about product information, changes, and updates.
  • Document client interactions in the ticketing system.
  • Support the Support and Reconnections team as needed.
  • Process orders/cases tickets for all Manual and Automatic DMS providers.

Requirements:

  • Bachelor's degree in IT or related field.
  • Minimum 3 years of experience in customer service or process coordination.
  • Proficient in Microsoft Office, including Excel, Outlook, and Word.
  • Ability to work in EST time zone (evening/night).


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