Contact Centre Administrator

5 months ago

Rosebank, South Africa De Beers Group of Companies Full time

Company Description
- Global Shared Services (GSS) is a critical asset for Anglo American and De Beers enabling the delivery of functional service work for Finance & People Services to all Business Unit and Group Functions.

The vision for Global Shared Services (GSS) is to be an exceptional Shared Services organisation, with inspired people, delivering flawless processes, enabled by great technology.

There are three key strategic pillars that GSS is currently aligned to and delivering towards, namely, customers, colleagues and communities.

Proactive and meaningful stakeholder engagement, which includes employees, communication and effective change management are key success factors in the GSS journey.

**Job Description
- Please note that this is a 12-month fixed term contract role.**

The Contact Centre Agent is responsible for handling all first line customer and stakeholder enquiries that pertain to Finance Services and Employee Services within GSS. The FS/ES Agent will address queries for the following range of FS/ES Services: Resourcing, Learning and Development, Data Management and Payroll related queries. More technical inquiries will be escalated from the FS Contact Centre to resolvers in the Appropriate Teams.

This will require liaising with and working with FS/ES Teams to resolve queries and cases. Please note that shift work maybe be applicable due to operation requirements.

**KEY TASKS**

Provides an effective Customer Support function by:

- Interfacing with customers and service providers, including suppliers where applicable.
- Responding to requests (prioritizing as appropriate), investigating problems and developing remedial plans to resolve problems within acceptable time parameters, further escalating problems as appropriate to enhance timeous resolution.
- Providing a first line problem resolution service for the GSS and the business.
- Following up and providing feedback, guidance and information to clients and service providers.
- Dealing with customers in a professional manner and owning a queries until it is resolved
- Correctly logging queries on the SAP CRM system and ensure follow up actions are taken
- Assists users in making more effective use of self -service stations and systems, products and services, investigating complex problem situations and helping users to sort out any problems.
- Ensures quality standards for all activities within the designated area of responsibility.
- Escalate case files to GSS Tier 2 resolvers for resolution where applicable
- Work with the process teams to ensure knowledge transfer occurs so that they may be able to answer similar queries in the future
- Improves systems and processes by extracting information and compiling new reports and or existing standard reports on best practice systems and processes to identify and meet organizational needs,
- Actively pursues the exchange and preservation of information between operations and individuals to facilitate effective knowledge management according to organizational objectives,
- Responsible for standardization of delivery to the business by supporting the Service Management Framework.
- Builds relationships across the Anglo American pipeline by sharing business information and knowledge.
- Manages stakeholders by coordinating service level agreements,
- Establishes and maintains Business Partner Relationships with the appropriate parties to facilitate the optimal functioning of the Functional Area.
- Manages and monitors divisional adherence to SHE programme goals and objectives

**Qualifications**:

- National Higher Diploma or relevant degree

**EXPEREINCE**
- 1 - 2 years’ experience in a Help Desk environment.
- Customer intimacy and knowledge
- SAP CRM Knowledge
- Full understanding of processing invoices.
- Accounting Knowledge/exposure

**Additional Information
- What we offer**
- When you join Anglo American, you can expect to enjoy a competitive salary and benefits package. But more than this, you’ll find yourself in an environment where the opportunities for learning and growth are second to none. From technical training to leadership programmes, we bring out the best in our people. There are plenty of opportunities to move onwards and upwards too. We’re a large, successful multinational company - and we’re still growing all the time.

**Who we are?**
- Anglo American is a global diversified mining business. Our portfolio of world-class mining operations provides the metals and minerals that make modern life possible. We use innovative practices and the latest technologies to discover new resources and mine, process, move and market our products to our customers around the world.

**Inclusion and Diversity**
- Anglo American is an equal opportunities employer. We are committed to promoting an inclusive and diverse workplace where we value and respect every colleague for who they are and provide equality of opportunity so that everyone can fulfil their potential

**How we ar

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