Customer Service Administrator - Engen

Purpose of the Job

To provide administration and general support to the customer service team to optimise strategies for customer improvement and for effective business operations

What you'll be doing

BUSINESS SUPPORT

• Respond to customer/stakeholder requests via appropriate channels.
• Create and update SNOW service requests within SLA timelines.
• Suggest system/process improvements to the Reporting & Continuous Improvement Manager.
• Adhere to HR policies when handling HR issues.
• Maintain daily operational quality assurance standards.

CUSTOMER SUPPORT

• Handle customer inquiries promptly.
• Manage SNOW requests within SLA timelines.
• Recommend system/process improvements.
• Follow HR guidelines for HR issues.
• Ensure daily operational quality standards.

INDIVIDUAL DEVELOPMENT

• Handle customer inquiries promptly.
• Manage SNOW requests within SLA timelines.
• Recommend system/process improvements.
• Follow HR guidelines for HR issues.
• Ensure daily operational quality standards.

PROCESS INVOICES

• Timeously process invoices that meet the requirements for payment to ensure that contractual payment terms are adhered to in alignment with internal process

QUERY HANDLING

• Ensure that all customer statements are accurate and reconciled, by conducting rigorous checks on all related documentations in line with processes and procedures
• Foster sound working relations with internal and external customers

FINANCIAL CONTROL

• Prepare invoices for processing/accounting by IFRS (verify PO's and check against invoice, ensure that GRIR is done and scan invoices to FSSC)
• Manage GRIR clearing account.
• Ensure that the right amount is paid to the right vendor including recurring charges within the agreed terms of contract supported by the right documentation and adhere to policies and procedures
• Resolve queries and exception management (in liaison with FSSC and vendors)

Who You Are:

• You are Dynamic, and analytical and have high aptitude for learning
• You are assertive and have a passion for interacting with people from all backgrounds
• You have a passion for adding value in other people’s lives
• You have built credibility for getting things done timely and correctly.
• You have a reputation for being insightful and operating with integrity
• You have excellent interpersonal skills and a good communicator

What You'll Have Done Before

Baseline: 

• NQF Level 4 (Matric)

What challenges you might face in the role

• Diverse Customer Interactions: Master the art of addressing a wide range of customer needs and resolving issues effectively.
• Multitasking Mastery: Juggle responding to inquiries, managing databases, and handling orders with efficient time management.
• Rapid Response Adaptation: Adapt to expectations for quick responses while maintaining quality service.
• Continuous Learning: Stay up-to-date with evolving products, services, and policies.
• Team Coordination: Maintain clear communication and support within the team to ensure seamless service.
• Innovative Problem-Solving: Employ creative solutions for unique problems to enhance customer experience and operational efficiency.