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  • Posted: Oct 8, 2020
    Deadline: Not specified
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    KCS provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade – wherever they are in the world. With a unique depth of knowledge and experience in the distributive trades that stretches over 40 years, our wide range of clients includes wholesalers, dis...
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    Front Desk Receptionist

    Role Summary:

    • Reception duties
    • Support duties
    • Office coordination duties and coverage

    Main Duties and Responsibilities:

    Reception

    • Directing of all inbound phone calls to the correct Department or internal employee, taking individual diaries and bookings into account
    • Taking messages for internal employees when He or She is not available to take phone calls
    • Directing all external visitors coming through the front door
    • Receiving of new starts on their first day in collaboration with HR
    • Sending out birthday email notifications to Company for all internal employees
    • Booking of all meeting room requests and managing bookings accordingly
    • Ordering food for meetings as well as training
    • Switching off any meeting room lights, digital displays etc. when leaving the office
    • Using the call logging system to log Support calls (telephone or email) correctly and ensuring that all calls are logged and prioritized according to the Support Standards and Procedures
    • Effectively handling complaints and call escalation requests from Customers and notifying the Leadership Team thereof
    • Effectively handling Customer feedback requests and notifying the Leadership Team thereof
    • Identifying calls that are not Support calls and dealing with these following the correct procedures, for example after sales calls, chargeable support calls, modification and system change requests
    • Working with members of the Support Leadership Team and other Departments to ensure that Customers receive a prompt efficient service
    • Alerting the Leadership Team when necessary regarding any sensitive Customer issue or high priority Support call logged
    • Following and applying the standard Commercial Software Support Procedures and Practices

    Support

    • Work as part of the Support team
    • Following and applying the standard Commercial Software Support Standards and Procedures

    Office Coordination

    • Office coordination relief when the Support & Office Coordinator is unavailable

    Essential:

    • Extensive experience in a Customer-focused role in a service-oriented environment
    • Proven experience in a role requiring good written and verbal communication skills
    • A good knowledge of the Support Team’s Standards and Procedures
    • Absolute confidentiality is required for this role as sensitive information is shared and accessible

    Desirable:

    • Knowledge of the KCS application software or similar
    • Experience in a software Support environment or similar

    Personal Attributes:

    • Professional
    • Assertive
    • Meticulous
    • Neat and tidy
    • Self-motivated
    • Trustworthy
    • Works well under pressure
    • Excellent written and verbal communication skills
    • Presentable at all times

    Special Conditions:

    • This role may require local travel (errands, collections etc.), therefore a valid driver’s licence is essential
    • The Receptionist will be required to work a dedicated shift of 08:30 – 17:30 (with an hours lunch) on a permanent basis as coverage at Reception is essential during SLA contracted hours

    Method of Application

    Interested and qualified? Go to Kerridge Commercial Systems South Africa on www.linkedin.com to apply

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