Operations Coordinator

Job Description:

Operations Coordinators are our contracted client's first line of contact for asking for support. They act as a liaisation between the customer and the operations team, maintain multiple queues for incoming tasks and assign tasks to each one of the operations team, follow them up, and make sure they meet the required response time. Also he/she'll be responsible of preparing multiple reports about the team performance both internally and for customers.

This job is roatating shifts, a week of normal 8 working hours per day, and a week of stand-by for the rest of the day. During this stand-by days he/she won't be required to be physically in the office and can work from home. Usually these stand-by week has low activities and he/she might pass the full week without events, but it's important that he/she to be ready for recieving any alerts either on the phone, email, or ticketing system's mobile application and to be ready to respond immediately by assigning it to one of the operations team and follow it up using phone, email, and the ticketing system. All this can be done using a smart phone or a laptop with internet connection from anywhere.

Duties and responsibilities:

• Be the first line (and single point of) contact for customers in emergencies.
• Recieve incoming service requests via phone, email, and ticketing system and make sure they are well documented.
• Break down large tasks into smaller ones.
• Prioterize, coordinate, and follow up the service request lifecycle until it's closed.
• Prepare and send reports to direct mangers and customers as needed.
• Participate in the on-call rotation to assist with after hours emergencies.
• Oversee the operations process as a whole and suggest enhancements, monitor KPI’s, ... etc.

Soft Skills:

• Self-managed and self-motivated.
• Time management skills.
• Team player.
• Ability to work under pressure and respond to emergency situations efficiently.
• Excellent communication skills.
• Ability to handle non-satisfied customers.
• Well-organized.

Education and certificates:

• Collage graduate.

Experience:

• 0-2 years of experience in a relevant field.

Specialized knowledge:

• Fluent computer and internet user.
• Excellent English language, both oral and written.
• Excellent business writing skills.
• IT background is appreciated as it will help you with deeper understanding of what we do, and more effective communication with our technology-oriented targeted audience.

Benefits:

• Competitive salary.
• Social insurance.
• Private medical insurance for the employee and his/her spouse and kids.
• Mobile line with data and minutes to communicate with the team.
• Work laptop, or laptop allowance if you'll use your personal one.
• Health-promoting environment ( fruits and healthy food, small gym in the workplace ).
• Friendly and inclusive environment.

Working Conditions:

• This position requires physical presence in Spirula’s office in Alexandria, Egypt. This is not a remote job.
• Spirula is an equal opportunity company, we don’t filter candidates based on gender, race, religion, or political views.
• Spirula encourages disabled individuals to apply to its job posts as long as the disability type doesn’t affect the work nature of the position.