Customer Engagement Administrator at Deloitte

PURPOSE

• The Customer Engagement Administrator is responsible for executing Contact Centre and Walk-In Centre activities in a manner that ensures excellent customer service delivery. The incumbent will accurately assess the customer’s needs and effectively address these in a professional manner. During customer interactions the incumbent must achieve customer satisfaction while managing customer expectations.

The incumbent is responsible for the resolution of first line HR and employee queries. Verification of information on systems and submission of payroll input documentation. Check validity of recorded submissions and escalate errors for resolution, when necessary. The Customer Engagement Administrator will also execute the support activities for the below:

• Learning and Development
• Employee Data Management
• Payroll Execution

KEY TASKS

Service Delivery and Excellence:

• Portray a professional, customer orientated image of the organisation.
• Cultivate trust within all customer relationships by means of effective customer communication and interact effectively while displaying empathy and courtesy. Continuously provide customer service in accordance with good corporate governance, rules and regulations
• Work as an integrated team member to ensure knowledge transfer
• Assist Customers in making more effective use of self-service stations and systems, products and services

Query Resolution and Case Management:

• Assist staff with regards to:
• Current employee queries
• Potential future employee queries
• Ex-employee queries
• Management queries
• HR queries
• Interface with customers and service providers by providing a first line problem resolution service
• Respond to and investigate Customer queries and problems reported
• Escalate tier 2 type queries to resolvers in the Execution teams for remedial actions.
• Ensure correct logging of queries on the relevant systems
• Follow up and provide feedback, guidance and information to customers and stakeholders within the required SLA
• Deal with customers in a professional manner and owning queries until resolution thereof
• Assess common query trends and make recommendations of processes to be implemented to alleviate the creation of queries
• Maintain 95% first time resolution rate

Customer Service Requests:

• Respond to Customer Service requests (prioritising as appropriate) e.g. reprinting of payslips, printing relevant payroll documents including leave form requests, etc.
• Ensure accurate and methodical logging of customer requests on the relevant systems
• Printing, sealing and distribution of monthly remuneration statements/payslips

Document Handling:

• Receive customer documents to be forwarded to the relevant teams
• Verify documents in terms of appropriate levels of customer approval. This includes checking validity of information captured on the payroll forms, ensuring all relevant fields are completed and rejecting documents that do not comply
• Verify documents in terms of correctness in terms of the Customer HR policies, procedures and relevant conditions of employment
• Ensure that the correct forms are utilised
• Where applicable and appropriately delegated, accept third party documentation on behalf of the customer and forward to relevant teams
• Batch documents as per system requirements
• Scan payroll documentation into relevant scanning system
• Act as a distribution point for distribution of general information e.g. IRP5’s, Retirement Fund statements, etc.

Employee Engagement and Termination:

• Arrange logistics for medical examination required
• Contact successful applicant and confirm when he/she must report for service
• Arrange logistics for employee’s first day in service and notify necessary parties of start date
• Arrange company asset allocation for new employee based on the list received from Line Manager
• Physically engage employee by means of assisting employee to complete Sign on pack / employment
• Contract and relevant operational and statutory forms and as per information from the signed offer letter and applicable or relevant company policies
• Providing an Induction training session on the Customer’s conditions of employment (mainly for assisted employees). Where required employees can be assisted individually
• Forward employee contract to the embedded HR for relevant Manager sign-off and employee filing
• Submit engagement documentation for processing
• Forward termination pack to Embedded HR
• When received back, check document for relevant completion and forward for processing
• Where and when required, advise employee and Embedded HR on termination requirements and processes

Probation:

• Prepare permanent appointment letter for employees that received permanent appointment and sent to Embedded HR

REQUIREMENTS

Qualifications:

• Matric / Grade 12.
• Payroll or HR qualification (Recognition of Prior Learning will be acknowledged).

Technical Knowledge:

• Knowledge of SAP systems (SAP 409, SAP Fusion)
• Knowledge of a relevant query management system
• 2 – 4 years’ experience of working in a HR or Payroll field

Technical Skills:

• Strong aptitude for Microsoft Office and a variety of system related functions, including Query Management and Document Management systems
• Strong work ethic and ability to work effectively in a fast-paced environment.
• Strong interpersonal skills
• Strong analytical & problem-solving abilities
• Basic planning & prioritising competency
• Strong investigative proficiency
• Legislation pertaining to the payroll environment, i.e. SARS, POPI, BCEA, etc.