Senior Technician: Customer Relations Management (CRM) -Internal/External (Hay level 15/C4) at NECSA

Key Performance Areas

Financial Recovery and Sustainability

• Contribute to the implementation of effective cost recovery system/method to improve timeous customer on registration, invoicing and reduce debtors.
• Schedule and execute timeous renewal of customer's contracts and Service Level Agreements.
• Processing of sample registration (Job Cards) and invoicing (RTI) on an as and when required basis.
• Assist Section Head to consolidate all NLS job cards and invoices such that 90% of them meet requested/promised TAT.

Profitable Commercial Enterprises

• Keep track of customer attrition and recommend means to manage areas of concern in order to attain good customer loyalty.
• Assist with updating of prices on the items inventory and invoicing system (e.g. CRM Software) as required
• Respond to customer requests for quotations and overseeing the capturing of purchase orders (i.e. receipt and registration of customers goods, transfer of Job cards to laboratory as well as regular reporting of performances)
• Visibly contribute to services branding and promotional activities conducted/required by CTS scientists and lab managers.
• Contribute to the development and implementation of an effective Customer Acquisition (Sales Pipeline Creation) plan to increase customer base as well as market share.

Business Continuity and Efficiency

• Maintenance and improvement of internal and external CRM business processes and communications/reporting in order to ensure efficiency and good stakeholders and customers relations.
• Update customers, suppliers and vendor database for all NLS business units
• Assist with stakeholders/management holistic and integrated reporting on revenues and other sales-related parameters
• Support the timeous closing of financial audit findings, follow-up timeously on every assigned issue, answer customer enquiries, and complaints.
• Support customer engagement activities according to approved schedule for the FY and general communication customer’s affairs
• Contribute with capturing, analysis and responding to customer’s complaints.
• Preparation of new CRM quality documents and review of existing ones in accordance with document authorship matrix.
• Perform BBS activities (observer and observations) as contracted by CRM section head.

Talent Excellence and High-Performance Culture

• Assist Section Head in managing and supervising employees assigned for the specified roles that contribute to the duties of the senior technician.
• Training of personnel on standard operating processes and use of applicable software.
• Assist Section Head in performance contracting and ongoing work assessment for identified personnel as required.
• Capturing of necessary data and information required for routine management reporting in an approved information system.
• Maintain his or her professional certification or recognition up to date.
• Annual performance contracting and IDP.

MINIMUM QUALIFICATIONS AND EXPERIENCE:

• BSc Chemistry or B. Tech (Analytical Chemistry/ Lab Management) or Equivalent.
• Certificate in Accounting or Financial management will be an added advantage.
• Must have a driver’s license.
• Five (5) years working as Technician/Analyst in a relevant analytical laboratory
• At least 1 year experience in financial administration.

Closing date: 06 March 2026.