Requirements
Delivering Customer excellence
Handle customer complaints (telephone calls, emails and On guard) in a positive and timely manner
Customer account monitoring through OnGuard
Invoice queries
CCM Monitoring
Annual contract renewals in conjunction with Key Account Management Team & CRM’s
Manage and maintain customer web sites.
Processing sales into iCABS system
Answer customer calls and raise CCM tickets to field colleagues.
Support robotics with new processes
Monitor Pest connect and raise tickets for any system notifications of pest activity.
Complete and maintain customer trackers.
Front Line Colleague Support
Monitor & maintain customer portals.
Provide customer specification details.
Organising work.
Communicating goals.
Connecting work to context.
Team management
Monthly one to one appraisals
Bi-annual performance appraisals
Management of absence in line with Company Policies
Management of training for new starters
Monitoring of team calls
Managing cover for absence team members
Delegating tasks.
Leading by example.
Allocating and managing resources.
Problem solving.
Managing project progress.
Attending customer meetings
Updating KAM/Sales Colleague with job/contract numbers once in order to arrange works.
Create and reset user details for field colleagues in customer portals.
Check visit information.
Requirements:
Essential Skills:
Good numeracy & literacy skills.
Good IT skills, including an understanding of Microsoft packages.
Ability to use the internet.
Proven communication skills to both internal and external stakeholders.
Good eye for detail with a high level of accuracy.
Strong commitment to delivering customer excellence.
Strong organisation skills to effectively manage and prioritise workload.
Proven ability to work with diverse groups of people.
Ability to work within a team environment.
Desirable Skills:
Environmental Services awareness – Pest/Hygiene/Washrooms/Medical/Ambius
Previous experience in a customer focused role
Experience in management of teams
Empathy for others
Qualification:
Matric
Tertiary Qualification will be advantageous
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