Contact Centre Administrator at SoluGrowth Pty Ltd

Key responsibilities and 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 GSS and 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 GSS 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 organizational needs,
• Actively pursues the exchange and preservation of information between operations and individuals to facilitate effective knowledge management according to organizational objectives,

Service Management

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

Sustainability & Social 

• Build relationships across the organizations pipeline by sharing business information and knowledge.

People & Teams 

• Manages stakeholders by coordinating service level agreements,
• Establishes and maintains Business Partner Relationships with the appropriate parties to facilitate the optimal functioning of the Functional Area.

Requirements

Minimum Required Qualifications and Experience

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