Customer Service Administrator

5 days ago

Randburg, Gauteng, South Africa Digicall Group Full time

Closing on: Mar 19, 2025

Role Summary
This role is in a contact/service centre for one of the top OEM brands in South Africa. The incumbent is fully responsible for managing all aspects of the Goodwill process, ensuring that customer service functions are carried out efficiently and accurately. This role is centered around building goodwill with customers by addressing their needs, resolving issues, and ensuring a positive overall experience. The agent will collaborate with various departments to ensure the smooth and timely processing of goodwill claims, towing payments, and other administrative tasks, all while adhering to strict deadlines and maintaining high standards. The successful candidate will play a key role in fostering long-term customer loyalty and satisfaction, while upholding the brand's reputation for exceptional service.

Qualifications

  • Minimum: Grade 12 or equivalent NQF level 4
Experience
  • Minimum 3 years of experience in a customer service or administrative role, preferably within the automotive industry
  • At least 1 year of financial experience with claims processing, financial approvals, and reconciliations
Skills & Knowledge
  • Proficient in Microsoft Office, particularly Excel (data management, formulas, reporting).
  • Excellent verbal and written communication skills (English).
  • Knowledge of goodwill processes, claims management, and customer satisfaction standards.
Responsibilities
Operational
  • Oversee all aspects of goodwill processes, including financial tracking and approvals, ensuring efficiency and compliance.
  • Stay informed about product launches, campaigns, and service policies to enhance decision-making in goodwill processing.
  • Maintain a high level of professionalism and strong telephone etiquette when engaging with customers.
  • Ensure the timely and accurate submission of financial and service reports on a weekly and monthly basis.
  • Collaborate with finance and relevant departments to manage goodwill approvals in a cost-effective manner.
  • Uphold service quality standards, maintaining a 95% Call Quality and 95% Data Capturing Accuracy.
  • Continuously identify opportunities to improve the efficiency of goodwill claim processing and related workflows.
Financial & Claims Processing
  • Prepare and submit daily financial reports.
  • Review and validate financial documentation, service records, and claim histories to ensure accuracy.
  • Adhere to financial approval workflows and compliance requirements.
  • Accurately process goodwill and towing claim payments.
Goodwill Claim Management
  • Verify that dealer-submitted claims include all required documentation.
  • Assess service history, claim history, and financial impact before processing approvals.
  • Log CRM cases and coordinate with technical assessment teams for evaluations.
  • Communicate approvals and process payments based on assessment outcomes.
  • Ensure a 24-hour turnaround for goodwill claim processing, once all required information is received.
Financial & Budget Reporting
  • Consolidate goodwill expenditures and financial data for internal reporting.
  • Validate budget allocations to ensure cost-effective goodwill operations.
  • Prepare financial reports and presentations for management review.
  • Ensure adherence to financial audit standards and reconciliation processes.
  • Manage payment approvals through the SAP system, ensuring accuracy and compliance.
Procurement & Financial Approvals
  • Generate purchase requisitions (PRs) and purchase orders (POs) for goodwill and customer service expenses.
  • Obtain necessary managerial and finance department approvals before processing payments.
  • Maintain accurate records of financial approvals, ensuring transparency and accountability.
COMPETENCIES
  • Checking Things: Is meticulous in finding errors; ensures accuracy by being thorough and checking details; produces high quality work by being detailed.
  • Examining Information: Analyses and processes information; asks probing questions; strives to find solutions to problems.
  • Documenting Facts: Writes fluently when documenting facts; understands arguments logically; focuses on finding facts.
  • Meeting Timescales: Is target focused and meets deadlines; is punctual and keeps scheduling; is reliable in finishing tasks.
  • Upholding Standards: Behaves ethically and justly; is discreet and maintains confidentiality; meets commitments by acting with integrity.
  • Taking Action: Very energetic. Impatient to get things started and good at starting things off. Focused on making things happen.
  • Producing Output: Is focused on activity and works quickly; keeps busy and maintains productivity; is comfortable multi-tasking to produce output.
  • Establishing Rapport: Builds rapport and puts people at ease; is engaging and welcomes people; finds it easy to make friends.
  • Team Working: Works participatively with others; is democratic and encourages team contributions; collaboratively involves others in decision-making.
  • Managing Tasks: Manages tasks by being organized and methodical; plans activities systematically; sets priorities for tasks.

Should you meet the requirements of this position, please complete application via the below link:

https://www.trending-talent.com/home/Portal/ApplicationDetails?VID=l4IxgCZEVz5qrT4Jzw8MmA==&Stage=true&FromLink=true

Job Category: Call Centre Customer Experience
Job Type: Full Time
Job Location: Johannesburg

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