Front Desk Receptionist at Kerridge Commercial Systems South Africa

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