Hot Jobs at Surgo HR & Training

Job Description:

• Our client based in cape Town CBD is in search of a Customer Experience Assistant Manager for their insurance department within the BPO for their USA campaign with experience in Quality Assurance, Training and CSAT to work onsite in office.
• As a Customer Experience Manager, your key responsibilities will include resolving customer complaints, developing customer service procedures, and implementing customer satisfaction campaigns. You will be monitoring customer interactions, reporting on customer satisfaction, and coordinating with the sales and marketing department to integrate customer service strategies. Our ideal candidate is a problem-solver with strong communication and leadership skills who understands the value of excellent customer service and can drive customer loyalty and retention.

Description:

• Customer Experience Managers are dedicated to providing excellent customer service, while continuously reviewing and implementing strategies for improvement.
• They are responsible for ensuring customer satisfaction and driving repeat business.
• A proficient Customer Experience Manager should possess the following skills and qualifications:
• Outstanding communication skills to effectively liaise with customers and resolve issues while ensuring a positive customer experience.
• Excellent leadership skills to manage a team of customer service representatives, setting performance goals and ensuring these goals are met.
• Strong problem-solving skills to quickly and effectively resolve customer issues and complaints, improving customer satisfaction.
• A high level of empathy and interpersonal skills to understand customer needs and provide personalized solutions.
• Exceptional knowledge of customer service software, databases, and CRM tools.
• Proven ability to handle multiple channels of communication such as email, phone calls, and social media.
• Strong analytical skills to identify patterns, trends and insights from customer feedback and make improvements to the customer experience.
• Experience in project management to plan and implement customer experience initiatives across the organization.
• Patience and resilience for handling difficult situations or complaints, turning negative experiences into positive outcomes.

Responsibilities:

Their duties and responsibilities include:

• Developing and implementing strategies that optimize customer satisfaction
• Identifying key touch points in the customer journey and optimizing them for improved customer experience
• Training and leading a team of customer service staff to deliver excellent customer service
• Communicating with customers personally to understand their needs and feedback
• Analysing customer feedback and market research, and using that information to make improvements
• Collaborating with other departments to ensure consistency of customer service
• Monitoring and reporting on customer satisfaction metrics
• Implementing customer retention campaigns and customer loyalty programs
• Handling and resolving customer complaints or issues in a timely and satisfactory manner
• Staying updated on industry trends and best practices in customer experience

Qualifications and Experience:

• Proven work experience as a Customer Experience Manager or similar role
• Excellent communication and leadership skills
• Ability to analyse and interpret customer behaviour
• Proficiency in Customer Relationship Management (CRM) software
• Understanding of customer service practices and principles
• Experience in conflict resolution and customer satisfaction
• BSc degree in Business Administration or relevant field

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Description:

• You will have excellent interpersonal and communication skills with the ability to multitask and adapt in a fast-paced environment. To ensure success, communications specialists should be innovative, organized, and self-motivated with a keen interest in driving strategic messages to key internal and external stakeholders

Responsibilities:

• Develop effective corporate communication strategies
• Manage internal communications (memos, newsletters etc.)
• Draft content (e.g. press releases) for mass media or company website
• Organize initiatives and plan events or press conferences
• Liaise with media and handle requests for interviews, statements etc.
• Foster relationships with advocates and key persons
• Collaborate with marketing professionals to produce copy for advertisements or articles
• Perform damage control in cases of bad publicity
• Facilitate the resolution of disputes with the public or external vendors
• Assist in communication of strategies or messages from senior leadership

Qualifications and Experience:

• Proven experience as communications specialist
• Experience in web design and content production is a plus
• Experience in copywriting and editing
• Solid understanding of project management principles
• Working knowledge of MS Office; photo and video-editing software is an asset
• Excellent communication (oral and written) and presentation skills
• Outstanding organizational and planning abilities
• Proficient command of English
• BSc/BA in public relations, communications or relevant field

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• The Project Administrator must also be confident at generating detailed reports and analysis to assist management in decision-making. Overseeing the handover of projects and tracking their progress is a key responsibility, as is ensuring adherence to established company procedures.
• Organisational skills are key, as the Project Administrator will coordinate project meetings, take minutes, and act as the main point of contact for the project team. Maintaining up-to-date and accurate project documentation and records is also a significant part of the role, highlighting the importance of this position in achieving project success and organisational efficiency.

Responsibilities

• Monitor Presales requests and scheduling / follow up with Delivery and Commercial teams.
• Establish and maintaining report on lead times for project allocation, scoping, and delivery.
• Monitoring of Project and Service (UAT) boards for timely and accurate conversion (hours sold verses Project Budget) and UAT Ticket responses / closure in line with agreed process standards.
• Assist with budget preparation and financial tracking throughout the project lifecycle. Including preparation of inputs and participation in finance review sessions.
• Review and drive operational project reporting process with follow up via the Project and Delivery leads to enable accurate and timely invoicing and reporting.
• Assist in the planning, execution, and closing of projects. This includes scheduling meetings, updating project schedules, and ensuring that transition deadlines are met.
• Assist in resource allocation, ensuring that the project has the necessary resources at the right times.
• Monitor requests for purchasing with our clients purchasing team, ensuring the correct kit list is procured and delivered successfully
• Ensure timely procurement and scheduling of 3rd Party service providers
• Act as a point of contact for project team members, stakeholders, and clients. Effectively consolidate and communicate project status, issues, and risks to all stakeholders.
• Help identify and mitigate project risks.
• Manage requests for purchasing with purchasing team, ensuring the correct kit list is procured and delivered successfully.
• Managing travel, accommodation booking and logistics for the team
• Support continuous improvement of project delivery including post Go Live reviews and lessons learned sessions.
• Keep up to date with current best practice in project management.
• Anything else that management deem relevant to ensure that the customer experience is exceptional.

Qualifications and Experience

Essential:

• At least two years previous experience working in a support, administrative or coordination function
• Excellent written and verbal communication skills
• Proven experience of communicating confidently with internal and external stakeholders
• Excellent organisational skills and confident in recording, tracking and reporting on tasks, progress and challenges
• Able to analyse potential problems and identify routes to resolution
• Actively contribute to and enjoy being part of a team
• Able to manage time effectively and proficient at multitasking
• Pro-active; identifying areas to improve and processes to introduce consistent results
• Proficient in Microsoft applications (including Excel, Word and Outlook)
• Ability to work under pressure, be self-motivated and have the ability adapt quickly

Desirable:

• 3 years' experience in Project Administration
• Prince2 qualified or other project management methodologies experience
• Experience of operating within the software and service industries
• Previous experience of using CRM, ERP and Project Management systems
• Excited by change and ability to excel in a fast-paced environment

Competencies

• Teamwork and Collaboration
• Shares knowledge and works across departments and locations, working co-operatively and supportively with colleagues.
• Results Focused/Problem Solving
• Prioritizes tasks, overcomes obstacles, and accepts ownership of work assigned. Owns actions that deliver results.
• Developing Yourself & Others
• A quick learner who is able to acquire and apply new knowledge and skills whilst learning from experiences and mistakes.

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Job Description:
Role & Responsibilities

• Develop & execute the strategic plan for operational excellence in alignment with the vertical's goals and objectives
• Life insurance domain experience
• Look at training needs and put proposals forward
• Ensure the alignment of operational activities with financial targets and performance indicators
• Identify and implement cost optimization initiatives and best practices across the value chain
• Lead and mentor a team of operational excellence professionals to drive performance improvements
• Foster a culture of continuous improvement and operational excellence throughout the organization
• Participate in all deals to provide strategic inputs on the overall operational structure
• Provide insight into financials and ways to improve them
• Provide inputs and best practices across the industry and within the organization for improved and seamless transitions
• Guide on standardizing core project management deliverables across the board
• Provide guidance on clarity of roles and responsibilities between multiple functions for clear segregation of duties and reduce pressure on the operations team during an implementation
• Identify, analyse, and prioritize areas for process standardization improvement and optimization
• Review current practices for operational metrices for example goal forms, P4P through put, hiring standardization, pre-process training effectiveness, etc.
• Create analytical insights for areas which need reconsideration example hiring effectiveness, MEI rationalization during and post new implementations
• Exploring reporting mechanism for each of the operational matrix to ensure visibility and governance from service delivery leads
• Oversee the performance of operations for potential enhancements to service level agreements (SLAs) and key performance indicators (KPIs) as a key differentiator in the market
• Collaborate with functional leaders to implement operational improvements and drive productivity gains
• Utilize data analytics to identify trends, root causes, and opportunities for improvement
• Guide and encourage change initiatives to ensure successful implementation and adoption of new processes and technologies
• Communicate effectively with stakeholders to gain buy-in and support for operational excellence initiatives
• Work with the training teams to co-create or enhance current training programs and materials to support continuous improvement efforts
• Tracking and reporting of the concerns / issues tracker on a fortnightly basis with leadership (and actions thereof along with best practices to bring in synergies between multiple client areas with a similar scope)

Professional Qualifications

• Minimum 13 years' work experience; preferably from BPO background
• Previous international Voice experience
• Possesses necessary knowledge of business concepts to effectively perform the job
• Should have managed Teams for at least 3 years
• Commits to achieving specific objectives and takes ownership for accomplishing them.
• Proven experience in stakeholder management, with the ability to effectively communicate and collaborate with internal and external stakeholders.
• Excellent team management and leadership skills, with the ability to inspire and motivate team members to achieve their full potential.
• Strong project management skills, with the ability to manage multiple projects simultaneously and deliver results within established timelines.
• Exceptional communication and presentation skills, with the ability to convey complex information in a clear and concise manner.
• Demonstrated ability to operate with minimum supervision and take initiative to drive initiatives forward.
• English language proficiency
• Should be familiar with MS Office
• Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others.
• Responsible for handling high volumes of transactions.
• Effectively balances quality, timeliness and productivity standards
• Self-discipline
• Result orientation
• Adaptability
• Listening and comprehension skills
• Questioning and Reasoning Skills
• Customer Service focus and telephone etiquette
• Ability to multitask, prioritize and manage daily work activities

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The Role

• We would ideally like the candidate to have experience in Business Central Distribution, Warehousing and or Manufacturing functions.
• The Business Applications Consultant is a technical role within the Business Applications department, responsible for the successful design, implementation and support of Business Central solutions for our clients.
• Minimum of 3 years proven experience on the Business Central - Accountancy software platform - non-negotiable
• The role will also provide assistance and insight to our clients Commercial Team to drive product adoption with clients and prospects, building commercial awareness within our teams.

Responsibilities

• Work with the Commercial Team in a pre-sales capacity to provide demos and quotations and assistance with proposals
• Carry out project scoping as required and engage fully with the client so that they clearly define their wants and needs
• Review clients relevant internal business processes so that our optimum solutions can be designed/offered
• Document the clients requirements so that appropriate solutions can be designed and accurate project plans can be produced with the aim of guiding the client through a successful implementation
• Implement solutions for the client and provide training and support during the implementation phase across the core Business Central solution including:
• Data migration
• System testing
• System configuration
• Take ownership of all tasks assigned including liaising with clients as and when required
• Collaborate with other Business Applications team members to work towards successful project delivery for our clients
• Provide application support to our clients via the Business Applications Support Desk when required
• Act as a point of technical escalation, providing support to the wider Business Applications team on support tickets where skillset and knowledge could result in a positive outcome for the client
• Be available to provide support to the client during the implementation phase of their project and respond in a timely manner to their queries and concerns
• Maintain positive client engagement satisfaction throughout the entire life cycle of the engagement with the client
• Work with the One strategy in mind at all times
• Take responsibility for one's own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved
• Collaborate with peers and other areas of the business to increase internal product and service knowledge

Qualifications and Experience

• 3+ years of professional experience working within Dynamics365 Business Central/Navision (2013 version onwards) as demonstrated by having worked on at least 2 full life cycle implementations
• Experience in using third party solutions such as Continia and Jet Reports
• Ability to assist in developing accurate project plans, with a track record of delivering on budget and on time
• Working knowledge of Office365 and how it applies to the Dynamics 365 suite
• Previous experience of D365 Development using C/AL code
• Ability to produce reports in SSRS
• Previous experience of working in a pre-sale's capacity

Competencies

• Client & Commercial Focus
• Proactively anticipates and manages the needs of clients, demonstrating good product awareness in order to be seen as a trusted advisor. Strives to exceed customer expectations, resolving any issues quickly and efficiently.
• Results Focused/Problem Solving
• A results-orientated employee who sets challenging goals and achieves results, anticipating issues before they occur. Continually strives for improvement, adapting quickly to overcome obstacles/changing circumstances.
• Building Relationships & Influencing
• Proactively builds relationships internally and externally, networking well across the business. Considers and adapts approach based on audience and uses persuasion/influencing skills as necessary.
• Teamwork and Collaboration
• Shares knowledge and works across departments and locations, working co-operatively and supportively with colleagues. Invites and builds upon the ideas of others, assuming additional responsibilities to facilitate the achievement of team goals, whilst sharing knowledge continuously and encouraging others to do the same.
• Judgement & Decision Making
• Makes well-informed, effective and timely decisions, considering the impact and implications of decisions made. Applies logical analysis and sound judgement to understand problems and generate effective solutions.

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Overview:

• Our client, a prominent BPO based at Airport Industria, Cape Town is recruiting for a skilled Quality Assurance Agent (German Speaking) to join their team.
• The Quality Assurance Agent - German role is responsible for monitoring and evaluating the quality of customer service interactions to ensure adherence to company standards and regulatory requirements. This position involves reviewing customer interactions, providing feedback to CSRs, and identifying areas for improvement. The QA specialist plays a critical role in maintaining high service quality and customer satisfaction.

Key Responsibilities:

• Monitor and evaluate customer service interactions to ensure quality standards are met.
• Provide detailed feedback to CSRs on their performance.
• Identify areas for improvement and recommend training or process adjustments.
• Collaborate with the training team to develop quality improvement initiatives.
• Ensure compliance with regulatory requirements and company policies.

Requirements:

• Fluent in German and English.
• Experience in quality assurance or a similar role in a customer service environment.
• Strong analytical and communication skills.
• Attention to detail and ability to provide constructive feedback.

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Job Description:

• Our client is a reputable auditing and accounting firm based in Centurion, Gauteng, and provides accurate, ethical, and strategic accounting services to individuals and small and medium-sized enterprises. They are committed to excellence and are seeking a dedicated and enthusiastic Trainee Accountant to join their dynamic team.
• Successful candidate to start 1 March 2025.

Responsibilities:

• General ad-hoc accounting tasks
• Stock counts
• Learn to compile financial statements
• Assist with audit fieldwork

Qualifications and Skills:

• Be a SAIPA trainee for 4 years without a degree, or 3 years with a degree. Candidate must be at the start of his/her career, willing to do SAIPA articles at our firm (can have a degree or complete it whilst working)
• Have own reliable transportation
• Have own laptop that can accommodate the required software
• Be fully bilingual in Afrikaans and English to communicate with clients

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CONVEYANCING ATTORNEY IN CAPE TOWN

• Our client is looking for a dynamic Conveyancing attorney to run their property division in Cape Town.
• The position will entail both attending to and supervising conveyancing transactions.

Duties and Responsibilities

• Receiving and perusing instructions to attend to conveyancing and associated matters;
• Drafting various conveyancing documents accurately and independently;
• Liaising with clients, city councils, SARS, managing agents, banks and linked attorney firms;
• Preparing and checking documents for lodgement, ensuring all conditions are met and processes followed in order for transactions to be registered successfully at the relevant Deeds Registry;
• Attending to and checking all financial aspects of transactions, including pro-forma and final reconciliation statements of account;
• Provision of legal advisory services;
• Assisting with the effective and efficient management of all conveyancing and related matters;
• Assisting with the operational requisites of the conveyancing department; and
• Assisting with marketing, managing existing relationships and new business development.

Skills and knowledge

• In depth knowledge and understanding of conveyancing and related areas of law;
• Meticulous attention to detail;
• Excellent command of the English language;
• Excellent communication and written skills and ability to liaise with clients, banks and colleagues in a professional and effective manner;
• Ability to work independently and to effectively manage high volumes of work; and
• Team player with good interpersonal skills, showing an eagerness to assist others within the department, as well as a willingness to learn.

Desired Experience & Qualification:

• MUST have experience with conveyancing transactions in Cape Town
• LLB law degree
• Admitted conveyancer
• Minimum of 5 years practice experience in Conveyancing
• Admitted attorney
• Admitted conveyancer
• Admission as a Notary would be an advantage

Additional Requirements

• Presentable and professional
• Advanced computer literacy (Microsoft and legal software programs)
• Contactable references
• Critical Behavioural Competencies