Deepminds Infotech Private Limited
Website:
deepmindsinfotech.com
Job details:
Company Description
Deepminds Infotech Pvt. Ltd. is a leading provider of IT and software services, with over 8 years of expertise in delivering tailored solutions. Since starting operations in 2017, the company has specialized in mobile app and website development, CRM and ERP software, and project management solutions. Deepminds Infotech is recognized for its innovative IT solutions and has a strong focus on the e-commerce sector. The company is committed to driving technological advancements and delivering exceptional client results.
Role Description
We are seeking a highly organized and proactive Operations & Support Coordinator to manage the critical day-to-day functions of our back-office and client-facing communications. This role is the "engine room" of our operations, ensuring that staffing is seamless, data is accurate, and our clients receive exceptional support—especially during time-sensitive or critical incidents.
Key Responsibilities
1. Back-Office & Workforce Management
· Roster Administration: Creating, maintaining, and optimizing staff rosters to ensure full coverage.
· Attendance Monitoring: Tracking user clock-in/clock-out data and following up on discrepancies.
· User Onboarding: Managing the administrative process for new team members.
· Data Management: Accurate entry and maintenance of backend databases and incident report management.
2. Team Coordination & Communication
· Staff Liaison: Sending shift reminders and ensuring the team is informed of operational updates.
· Incident Response: Taking the lead on calls during critical scenarios, using quick thinking to resolve issues effectively.
· Internal Support: Acting as a central point of contact for team-related inquiries.
3. Client Relations
· Inquiry Management: Responding to client queries promptly and professionally via phone and email.
· Service Feedback: Proactively following up with clients to gather feedback and ensure service satisfaction.
· Escalation Handling: Managing service support requests and ensuring high standards of customer care.
Requirements & Qualifications
· Linguistic Excellence: High-level proficiency in English (both written and verbal) is mandatory.
· Cultural Context: A strong understanding of the Australian accent and colloquialisms is essential for effective communication with local clients and team members.
· Critical Thinking: The ability to remain calm and logical when handling incident reports or urgent client scenarios.
· Technical Literacy: Proficient in Microsoft Excel, email management, and general data entry. Maintain customer records and daily reports accurately.
· Operational Flexibility: Must be comfortable working on a rotating shift basis, including day and night shifts.
· Soft Skills: Exceptional interpersonal skills with the ability to work independently without constant supervision.
Support day-to-day communication between clients and internal teams.
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