Contact Centre Administrator at De Beers Group

Job Description:

The Contact Centre Administrator responsible for handling and logging of all first line customer and stakeholder enquiries that pertain to Employee Services within De Beers and Anglo-American Group of companies.

More of your responsibilities will include:

• Accurately assess customer needs and affectively address these in a professional manner
• Interact with customers and service providers, including suppliers where applicable
• Respond to enquiries and queries (prioritizing as appropriate), investigate problems, and develop remedial plans to resolve problems within acceptable time parameters (as per Service Level Agreement)
• Escalate incidents and problems as appropriate to enhance timeous resolution.
• Provide first line problem resolution service for EMEA Employee Services supported business units
• Appropriately assign case files to payroll Tier 2 for resolution where applicable.
•  Develop a strong working relationship with the processing center to facilitate efficient query resolution and ensure effective management of workflow.
•  Follow up with customers, providing feedback, guidance and information to clients and service providers
• Record all interactions with customers on the approved system
•  Assist customers in the utilization of self-service (where applicable)

Qualifications:

• National Higher Diploma or relevant degree would be an advantage

Knowledge and Skills

• 1 – 2 years’ experience in an inbound Contact Centre
• Customer centric individual
• Understanding of SAP payroll Systems
• Experience in dealing with employees' pay slip queries.
• People services Knowledge/exposure
• Inbound Contact Centre Proficiency
• Business and Process Knowledge
• Contact Centre Operational Skills