Customer Care Administrator (Midrand)

Job Grade: B4

Job Purpose:

Ensure smooth running of the office and administer all administrative functions.

Manage active & critical cases by liaising with technical team in a harmonious, professional with little or no

offensive behaviour/ language while keeping close contact with clients in ensuring outstanding customer

services and eliminating complaints within the Mustek brand and providing support to business by ensuring

relevant processes are administered and meet business requirements.

Responsibilities:

General

• Ensure professional demeanour and etiquette, including dress when dealing with customers always.
• Constantly ensure optimal customer satisfaction by communicating with clients keeping in mind that there’s SLA’s to be guided by while updating notes on the system to always keep everyone abreast.
• Follow current procedures when transferring a query to another member of staff or for specialist advice.
• Carry out all administrative tasks including typing, scanning of official document, management of archives, storage and retrieving of business documents.
• Deal with calls/queries received within operations in line with current Service Level Agreements, policies and procedures.
• Assisting with Operations Department projects
• Minute taking from meetings.
• Ensure that team members are kept up to date with any information received following attendance at meetings whilst representing operations.
• Ensure that all computerised systems are used effectively to help process customer enquiries and accurately maintaining all records in a time critical environment.
• Follow policies and confidentiality dictations to safeguard data and information.

Peer Relations

• Establish, develop and maintain effective working relationships with colleagues to ensure a ‘one team approach’ to the delivery of the Customer Service Centre’s performance standards and business objectives.
• Liaise with colleagues in local offices, contractors and other partner agencies as appropriate to resolve enquiries and problems.

ISO and legal requirements

• Comply to all quality, information security, legislative and company policy requirements.

Qualifications and Experience:

• Matric
• 2 – 5 years’ admin and customer service experience

Knowledge and Skills:

• Adequate knowledge of general administrative processes
• Excellent knowledge of stakeholder composition of Mustek
• Adequate ICT industry knowledge
• Good communication
• Good people skills
• Ability to interface with people across a broad and diverse spectrum.
• Ability to build and maintain stakeholder relationships.
• Superior written and verbal communication skills
• Good presentation skills
• Good telephone etiquette