Latest Jobs at Kerridge Commercial Systems

Role Summary:

• This role will primarily be a Software Support function.
• Some office administration duties will be required.
• Coverage for reception is essential.

Main Duties and Responsibilities:

• Support customers with problems and queries relating to the IQ Retail application software that’s of an accounting and(or) Payroll nature
• Accurately resolve problems using investigative and analytical skills
• Identify and replicate problems that require a software change by Development
• Work as part of the Support team
• Work with other departments to provide solutions to the customer
• Pro-actively taking ownership of a wide variety of calls and problems
• Ensuring all calls are dealt with efficiently and promptly in accordance with the Service Level Agreement and Support Standards & Procedures
• Managing, prioritising and progressing their adopted calls, in particular
• Using the call logging system correctly and ensuring that calls are updated on a regular basis with actions undertaken
• Regularly updating customers regarding the status of their calls
• Effectively handling complaints and call escalation requests from customers
• 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
• Assisting less experienced members of the team with their calls
• Continually and pro-actively acquiring and retaining knowledge of KCS products and systems
• Pro-actively using the appropriate tools to gain and share knowledge
• Working with members of the Support Team and other departments to ensure that customers receive a prompt efficient service
• Alerting Senior Application Support Consultants, Team Leaders and Application Support Manager as necessary regarding any sensitive customer issues
• Following and applying the standard Commercial Software Support Procedures and Practices
• Taking the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and discussing these with the Team Leader or Application Support Manager
• Undertaking any other projects as required by the Support Manager

Essential:

• Comfortable in handling payroll queries I.e. Should be familiar with EMP501, EMP201 and EasyFile imports
• Ability to converse in both English & Afrikaans
• Proven experience in a role requiring good written and verbal communication skills
• A good knowledge of the Support Team’s Standards and Procedures.

Desirable:

• Knowledge of the IQ Retail Application software or similar
• Experience in a software support environment or similar
• Experience in a stock management environment or similar
• Accounts Consultant should ideally have an Accounting or Business Studies qualification, for example Degree, BTEC, HND or AAT

Special Conditions:

• This role may require travel, therefore a valid driver’s licence is essential
• The following shifts are available:  
• 07:00 – 16:00
• 08:00 – 17:00
• 09:00 – 18:00

go to method of application »

Position Overview: (Company and department information and role purpose) 

• Track and compile reports, field sales phone calls, compile quotations, data capturing and data mining, sales and marketing liaison, customers liaison, scheduling appointments, follow up on sales calls, and help make sales. Process orders, VAS provider liaison, link between the sales and admin team, after-sales calls and customer retention calls. 

Main Duties and Responsibilities:

• Establish lasting relationships and collaboration with Sales Channel/Business Partners
• Play a role in sales and revenue generating activities
• Handle a high volume of outbound and inbound calls
• Handle inbound sales inquiries, interest and order inquiries
• Field general inquiries related to IQ Retail products from existing customers
• Follow up with existing customers with no recent account activity to re-engage
• Gather contact information, market data, qualifiers and other information from prospects; enter and maintain accurate data in the CRM system
• Work with and develop a cooperative partnership with Sales Channel/Business Partners to better align efforts
• Ensure proper documentation of all sale prospects and related follow-up activity via our CRM system
• Serve as liaison between customers and appropriate company departments to resolve customer questions and problems
• Provide succinct follow-up via phone and email
• Process quotations and/or orders via email or phone
• Check data accuracy in orders and invoices
• Contact clients to obtain missing information or answer queries
• Liaise with internal departments to ensure subsequent customer service delivery
• Maintain and update sales and customer records
• Develop/maintain monthly sales reports
• Communicate important feedback from customers internally
• Ensure sales targets are met and report any deviations
• Stay up-to-date with new products and features
• Handling and processing of non-SUA clients – checking if they do have a valid contract or not and then resolving any accounts/debit order issues with the accounts department
• On/up-sell of SUA.
• Processing of quotes for BPs (all aspects, including software, paper, 3rd party products)
• Business Partner grading related query handling
• ESET, SMS, Paper queries and sales
• Weekly Sales reports (OT sales, SaaS & SUA)
• SUA/SaaS/Software cancellations
• Documents & Pricelists updating - Amend all docs & pricelists throughout the year - and main pricelists yearly changes, Creating new docs or pricelists if there's any
• Product lists - keeping updated - All new clients - POS/BUS/ENT/ACC+/REST/PAYROLL - sheet on each to be updated.
• Follow up on outstanding payments with customers and BPs
• Generate and process upgrade, downgrade, cancellations and additions related to customer and BP sales

Skills, Knowledge and Experience (Qualification, technical skills, commercial work experience, soft skills such as communication, presentation, personal attributes )

• Excellent customer service skills
• Forward thinking, anticipating, and a problem solver
• Organised, structured, methodical, and accountable (with accurate data input skills and attention to detail)
• Proficient in Microsoft Office
• Self-motivated individual who works well as part of a team
• A team player with excellent interpersonal skills, e.g. a good listener
• Excellent verbal and written communication skills
• Accommodating, assertive and ability to have fun in a sometimes-stressful environment
• Understanding of sales performance metrics
• Excellent organizational and multitasking skills
• Ability to work under strict deadlines