Western Cape, South Africa
Key Responsibilities:
Manage online and inbound queries for internal and external customers
Inform customers about the process to be followed to resolve queries
Categorising queries with the necessary information
Direct queries to the correct subject matter expert
Respond to customers queries in a timely and professional manner
Liaise with our HR and Finance teams to ensure customers queries have been received
To provide efficient first time service completion of administration delivery while providing an all-round
Superior service delivery experience and adhering to SLA’s and quality standards
Process all relevant administration across HR and Finance functions including requirements.
Qualification and Experience:
Matric/Grade 12
Min of 1 year in customer service /query management function
Min of 2 years Administration experience
Experience working in a customer service call centre environment, HR or Finance and data processing
Basic understanding of HR and Finance processes and Systems
Experience in shared services (advantageous)
A Basic understanding of Human Resource Department’s function
A Basic understanding of how Finance Department’s function
Skills:
Good communication and interpersonal skills
Proven time management and planning skills
Excellent attention to detail and high level of accuracy
Excellent skills in MS Office (Word, PowerPoint and Excel)
Behaviours:
Applies market and business insights in order to drive organisational objectives
Effectively works with others to achieve shared goals
Creates an environment that fosters and nurtures a culture of creativity which drives success
Thinks and plans strategically, focusing on the long-term goals and objectives of the organisation
Develops plans and prioritises initiatives that align to the organisational goals and objectives
Understands and navigates dynamics created by processes, systems, and people
Assesses and improves the efficiency, effectiveness, and quality of various work processes
Quickly adapts and acquires new knowledge, skills, and competencies in a rapidly changing environment
Interprets and simplifies complex and contradictory information when resolving organisational problems
Takes accountability and ensures others are held to account on agreed upon performance targets
Sets ambitious goals and takes focused action to achieve desired outcomes to deliver measurable results
Preference will be given, but not limited to candidates from designated groups in terms of the Employment Equity Act.
PLEASE NOTE:
If you apply for this role and you are successful, you may be expected to provide a service to customers any time during the hours 07h00 to 19h00, Monday to Friday as well as over weekends and public holidays, depending on operational requirements.