IM Customer Service Practitioner - Sandton at Sasol

Purpose of Job

• Provide communications, coaching and training to users at all levels of the organization to ensure competency, commitment and compliance with service excellence programs and initiatives.
• Design, develop, and implement programs which create a positive user experience and promote service excellence.
• Responsible for the creation and control of accurate company user experience documentation and maintain records for the efficient operation.
• Engage with all business units to ensure that the administration of the user experience system and related processes and procedures meet or exceed the user expectation.

Recruitment Description / Key Accountabilities

• Contribute to customer relationship management through maintenance of the user experience tools and systems. 
• Manage the Service Desk and resolve bottlenecks that prohibit them from providing an excellent user experience. 
• Maintain a good working relationship with internal and external customers by providing high standard of service and identifying opportunities that allow continuous improvement in service levels. 
• Increase the transparency in different service management processes to keep the 
• customers informed and to provide them with appropriate cause in case of any delays. 
• Ensure Sasol users are informed on IM new products/ services and planned changes that might cause business interruptions. 
• Ensure knowledge templates and articles are regularly updated and communicate changes to all stakeholders. 
• Co-create improvement roadmaps of service experience that facilitate continuous service improvement. 
• Provide accurate clerical and administrative support to the users of Sasol. 
• Support the improvement of the service experience for transactions (e.g. incidents and well-defined requests). 
• Ensure that stakeholders understand the service experience requirements. 
• Compile monthly reporting on user experience, including trends and establish improvement initiatives. 
• Promote policies and procedures, agile, new ways of work throughout the organization. 
• Implement Sasol Group's risk philosophy and enterprise risk management framework. 
• Continuously improve own skills and knowledge. Complete, implement, and track personal development plan to attain personal performance goals.

Formal Education

• University Degree with 4 years relevant experience