Job Description

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 

Skills Required

• Communication Skills
• MS Excel
• MS Office
• Attention to Detail
• Time Management