Contact Centre Support Specialist

2 weeks ago

Cape Town, Western Cape, South Africa Shoprite Full time

Purpose of the Job

The purpose of the Customer Experience and Contact Centre Support Specialist role is to execute key general support activities, in cooperation with and under the direction of the Head of Customer Contact Centre & Experience, Senior Manager Contact Center Operations and the leadership team. The role provides efficient, proactive, comprehensive administrative support and logistical coordination services to the Customer Experience team (general office management).

Job Advert Details Job CategoryCustomer Service Job Objectives

Administrative Support:
Provide comprehensive administrative support, including calendar management, travel arrangements, and meeting coordination.
Manage all inbound calls for Head of Department.
Prepare documents, reports, and presentations for internal and external communications.
Manage confidential and sensitive information with discretion.
The role undertakes several ad hoc activities as determined by the Head of Contact Centre & Experience.
This role requires a high level of independent thinking and initiative to manage an unpredictable environment with multiple priorities.

People support:
 To ensure that our people come first, this role engages on several levels to ensure effective communication and integration of the team as directed by the Contact Centre leadership team.
Managing all equipment orders, logging incidents with IT and arranging equipment repairs.
Administrate the onboarding and offboarding of new staff including equipment handover or returns, staff biometric bookings with HR, and induction training.
Ensure new employees have all their required resources and systems set up including IT equipment and stationery, email accounts, teams and mailer groups.

Payroll support:
 Time and attendance registers and controls as deemed necessary by the team (registers, usage reports etc.).
Submission of registers to payroll and management of any queries related to payroll.
Managing leave and drawing leave reports to consolidate leave submitted against registers.

Event and Program Coordination:
 Coordinate events, programs, and team-building exercises, including planning logistics, coordinating invitations, and managing event budgets.
Assist in organizing training sessions, workshops, and knowledge sharing activities.

Relationship Building and Communication :
Collaborate with other executive support specialists to support cross-functional initiatives and promote collaboration.
As a key participant in achieving our customer centricity ambitions, the role often facilitates activities and correspondence between various stakeholders including customers and functional teams across the Group. Given the context and positioning of this role, the role often serves as a representative and ambassador of the Brand.
The role serves cross-functionally, collaborating on business-as-usual activities, project, and other executive reporting requirements.
Managing the front desk security and welcoming of all visitors

Reporting and record keeping:
 The role aims at excellence in collecting, consolidating, and visually representing information in innovative and effective ways.This requires a creative mindset and input, skilled communication (written and verbal).
The role is responsible for taking minutes in all management meetings for inclusion in executive and management reporting.
The role is responsible for maintaining all financial records for invoices, quotes and budget related activities to ensure that budgets and expenses are correctly managed and allocated by the finance department.

Facilities management:
 Office coordination, procurement of office supplies and staff refreshments.
Managing all department equipment orders and record keeping of all assets.
Managing tea attendants and cleaning staff to ensure the office is maintained across the seven-day work week.
Managing all repairs and maintenance issues.
Managing access control and security related tasks for the office.
In supporting the operational teams, the role facilitates, and coordinates transport schedules
Employee wellness initiatives and Health & Safety orientated activities to be a valuable support to the leadership team in achieving wellness and motivating staff to participate in various activities to boost morale and engagement.

Qualifications

Degree/Diploma or Courses in Executive Support, Communications, Business, Office Management, or a related field - (beneficial).

Experience

Essential
+3 years' experience in an Executive Assistant/ Support Specialist / Office Coordination capacity providing support to a large team on a diverse range of administrative and facilitation related activities, or similar role.
Exposure to interacting with a multiple and diverse stakeholders.
Desired
Experience in SAP finance and procurement systems.
Experience in a retail / contact centre environment.
Experience in a listed company, Group context.
Experience working in a customer service environment(.

Knowledge and Skills

Essential
Strong proficiency in Microsoft Office 365, including SharePoint Online.

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