Contact Centre Administrator

CONTEXT

Responsible for handling all first line customer and stakeholder enquiries that pertain to Employee Services.

PURPOSE

The Contact Centre Agent is responsible for handling all first line customer and stakeholder enquiries that pertain to Finance Services. The FS Agent will address queries for the following range of FS Services. Most inquiries will be escalated from the FS Contact Centre to resolvers in the Process Teams.

This will require liaising with and working with FS process Teams to resolve queries and cases.

KEY TASKS

Safety, Health & Environment
• Manages and monitors divisional adherence to SHE programme goals and objectives.

Performance & Delivery
• Provides an effective Customer Support function by:
• Interfacing with customers and service providers, including suppliers where applicable.
• Responding to requests (prioritizing as appropriate), investigating problems and developing remedial plans to resolve problems within acceptable time parameters, further escalating problems as appropriate to enhance timeous resolution.
• Providing a first line problem resolution service for the business.
• Following up and providing feedback, guidance and information to clients and service providers.
• Dealing with customers in a professional manner and owning a queries until it is resolved
• Correctly logging queries on the SAP CRM system and ensure follow-up actions are taken
• Assists users in making more effective use of self-service stations and systems, products and services, investigating complex problem situations and helping users to sort out any problems.
• Ensures quality standards for all activities within the designated area of responsibility.
• Escalate case files to Tier 2 resolvers for resolution where applicable
• Work with the process teams to ensure knowledge transfer occurs so that they may be able to answer similar queries in the future

Promote Best Practice & Knowledge Management
• Improves systems and processes by extracting information and compiling new reports and or existing standard reports on best practice systems and processes to identify and meet organisational needs,
• Actively pursues the exchange and preservation of information between operations and individuals to facilitate effective knowledge management according to organisational objectives,

Service Management
• Responsible for standardisation of delivery to the business by supporting the Service Management Framework.

People & Teams
• Manages stakeholders by coordinating service level agreements (SLAs)
• Establishes and maintains Business Partner Relationships with the appropriate parties to facilitate the optimal functioning of the Functional Area.

Qualifications:
• National Higher Diploma or relevant degree

Technical Knowledge:
• 1 – 2 years’ experience in a Help Desk environment.
• Customer intimacy and knowledge
• SAP CRM Knowledge
• Full understanding of processing invoices
• Accounting Knowledge / exposure

Technical Skills: Ability to apply the following skills at a defined level of proficiency required for the role
• Contact Centre Proficiency
• Business and Process Knowledge
• Contact Centre Operational Skills
• Operational, tactical, strategic customer expectation management
• Customer Interaction
• Ability to manage and participate in service management processes
• Ability to research and resolve complex service issues in accordance with company standards.
• Data Control
• Technical and Operational skills
• Microsoft Office Applications
• SAP CRM Knowledge
• Communication Skills
• Resourcefulness and Flexibility
• Team work
• Planning, Co-coordinating and Prioritizing
• Problem Analysis and Decision Making
• Initiative
• Continuous Improvement
• Relationship Management
• Awareness of the following ES Areas:

1 - Resourcing

2 - Learning and Development

3 - Payroll

4 - Employee and Organisation Data Management (SAP Data Maintenance)