Customer Services Specialist

7 months ago

Cape Town, South Africa Maskew Miller Learning Recruitment Full time

**Job Desciption**:
**About Maskew Miller Learning**:
Maskew Miller Learning lends its name from the most trusted and recognisable publisher in South African history - Maskew Miller. At Maskew Miller Learning, we believe that learning allows people to move forward in life, enabling them to have brighter futures.

We are a B-BBEE Level 1 contributor, providing education solutions ranging from early childhood learning to professional certification, curriculum-based print materials, e-learning content and tools, as well as teacher training. We publish in all 11 official languages and have the widest range of CAPS-approved content trusted by teachers. Our quality educational resources and materials are used in schools, TVET colleges, higher education institutions, and home and professional environments.

**Our Core Values**:

- **We are Committed.** We’re helpful and supportive of our customers and colleagues alike - providing educational resources to help people move forward, while also helping colleagues grow and excel.
- **We are Accountable.** Our products and services have a tremendous impact on learning and for this reason we operate ethically and with integrity. We are honest, reliable, trustworthy, and take responsibility for our actions.
- **We are Collaborative.** We partner with both internal and external stakeholders to continually improve our offering and maintain a competitive edge. We are inclusive, valuing and respecting colleagues’ ideas and encouraging thought leadership.
- **We are Curious**. We are forward looking. We challenge the status quo through creative, innovative and agile thinking.
- **We are Resilient and Impactful**. We strive to make a positive, lifelong difference on our communities and environment by being considerate and progressive, developing solutions that affect real change.

**Main Purpose**:
**Key Duties and Responsibilities**:

- Contribute to the development and delivery of a superior customer experience at each touch point across the customer value chain and assisting customers where required.
- Resolve all Customer Enquiries from initiation to successful completion, including first line Technology Support for all digital product and learning solutions deployed, based on seasonal peaks and service growth where required.
- Ensure professional communication skills are maintained at all times.
- Maintain knowledge of all business systems, processes, and business rules to ensure the effective handling of all customer enquiries to meet specified KPI’s.
- Work co-operatively to enable the successful implementation and on-going support of all customers through any customer experience model developed.
- Comply with all Service Levels communicated, as defined by the business priorities and strategy.
- Work co-operatively with the deployment of effective CRM principles, procedures, and reporting.
- Attend in-house training events for the team around system upgrades, existing and new products, together with the implementation of improved workflows.
- Communicate with all internal teams to enable effective resolution of enquiries.
- Conduct on-going market analysis and research campaigns when required.
- Comply with all reporting processes to ensure relevant stakeholders have visibility of progress.
- Create an environment conducive to the immediate response to all customer complaints received directly or indirectly, with service levels exceeding the customer expectations.
- Work collaboratively with the Customer Orders Team, within an atmosphere of respect and open communication.
- Work collaboratively, innovatively, and supportively with colleagues across the Maskew Miller Learning business matrix to drive excellence and profitable revenue growth.

**Educational Requirements**:

- _Matric is Essential_
- _Relevant qualification and/or experience in Customer Relations/Services or Call Centres. _
- _Computer literacy (MS Office, internet and other business systems) is required._

**Experience Requirements**:

- _2 years' experience in a customer services, support or sales & marketing environment._
- _Experience using a CRM system would be an advantage._
- _An understanding of the education environment, processes, and customer requirements._
- _An understanding of digital products and services offered._
- _Proven experience working in both product and service-based areas of organisations, ideally with technology as the enabler to migrate clients toward a self-service environment._

**Skills and Competencies**:

- Possess excellent communication, problem solving, conflict resolution and calm, tolerant listening skills.
- Work independently within a framework of general instruction.
- Openness to new ideas, opportunities, and continuous learning.
- Able to remain calm and maintain standards when working under pressure for extended periods of time.
- A business understanding of the Customer value chain, product & services, pricing, account management and distribution.
- Demonst

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