Jobs Openings at e4 Strategic.

Purpose:

Design new IT solutions and processes to improve business efficiency and productivity by working closely with IT and executive management in order to align ongoing projects and activities with the strategic business goals and plan of the business unit.

Minimum Requirements:

• Relevant Degree/ Diploma in IT or Business Analytics;
• 4-6 years relevant work experience;
• Own reliable transport with a valid driver’s license.

Duties and Responsibilities:

• Work with clients to understand their business;
• Accurately and completely document current state of business processes and work flows;
• Presentation of technical concepts or solutions to internal and external business as well as customers;
• Conduct and capture user requirements sessions according to established methodologies (UML etc.);
• Prepare specifications, project charters, cost estimates, technology research documentation as appropriate;
• Promote new technologies and solutions to financial institutions;
• Manage projects through life cycle;
• Develop business cases to assess process improvement opportunities;
• Use practical experience and industry best practice knowledge to support BPR strategy, approach, methodologies and tools;
• Collaborate with subject matter experts and process owners to ensure all design requirements adequately reflect the defined business processes and fully support all components of the functional business requirements;
• Identify ways to extract useful data from multiple sources and develop methods to analyse the data;
• Ensure that budgets are adhered to and deadlines met.

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Purpose:

Responsible for the timely and effective response to first line support queries through the receipt and logging of incidents and the co-ordination of rapid and appropriate responses for basic problem resolution for new and existing systems and provides basic telephonic training on these systems when required in line with agreed standards and protocols. Responsible for handling the bulk of administrative functions including logging of cases, answering calls, answering chats and gathering all information needed for the incoming query and all digital certificate matters.

Minimum Requirements:

• Grade 12 and/or LLB Graduates
• 1-2 years related call centre/ conveyancing experience;
• Basic technical IT understanding;
• Fluent in English and Afrikaans

Duties and Responsibilities:

• Answer and Log all calls taken in an accurate and detailed manner within CRM/other systems;
• Identify and clarify queries and only escalate to SME responsible if unable to solve effectively;
• Provide feedback and communicate to clients within a specified agreed period, as per agreed client or internal SLA’s;
• All calls are resolved within a reasonable time frame;
• Recognise, document and alert the team leader/ Call Centre Manager of trends in customer calls;
• Review all firm signups to ensure all the correct documentation is completed;
• Review all user signups to ensure all the correct documentation is completed;
• Responsible for all formal digital certificates to be issued, installed and assisting the client to log onto e4 (although we are close to fully automating on a self-serve basis, the renewal of certificates by existing users and plan to automate the new certificate process in due course);
• Ensure a professional and friendly phone manner is maintained at all times;
• Provide customers with product and service information;
• Keep abreast of e4’s products or services and ongoing projects (re enhancements).

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Purpose:

Establish strong relationships with client base, primarily system users that contact the company for support (either via email or telephone). Utilize CRM and other support tools and systems accurately. Provide user support and technical support (with basic training) on live company solutions to users in line with agreed standards and protocols.

Minimum Requirements:

• Degree/ Diploma/ Certificate;
• 5 years plus related call centre / conveyancing experience;
• Basic technical IT understanding;
• Fluent in English and Afrikaans;

Duties and Responsibilities:

• Logging all calls in an accurate and detailed manner within CRM/other systems;
• Responsible for inbound and outbound telephonic communication with client base;
• Required to be knowledgeable on all products (at a detailed level), all systems used, reporting aspects, communications terminology plus technology, and organizational procedures;
• Mentor junior agents and ensures a service-oriented and professional working environment by executing necessary actions for their motivation when required to maintain the right culture in the centre;
• Provide feedback and communicate to clients within a specified agreed period, as per agreed client or internal SLA’s;
• Ensure the quality of service exceeds customer expectations and establishes constructive relationships with client base;
• Deal with complex queries and ensure they are resolved within a reasonable time frame; Refers calls/cases to appropriate departments only if unable to solve query appropriately;
• Calls should be handled effectively speech, tone and knowledge will be measured;
• Recognize, document, and alert the team leader of trends in customer calls;
• Ensure a professional and friendly phone manner is always maintained;
• Provides accurate product information to clients in line with standards and protocols;
• Keep abreast of e4’s products or services and ongoing projects (re enhancements).
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