Customer Services Consultant

2 weeks ago

Johannesburg, South Africa Headhunters Full time

**Our client in the FMCG Industry based in Johannesburg is currently looking to employ a Customer Services Consultant.**

**An awesome career opportunity awaits**

**Requirements**:

- Grade 12 certificate.
- 3 years’ experience working on Microsoft operating systems.
- Strong administrative skills.
- No specific experience in IT is necessary.
- Have a passion for customer service excellence.
- Ability to work well under pressure and be able to identify and manage priorities.

***

**Responsibilities**:

- Create and Maintain documentation. This includes creating process documentation, user documentation, help guides, user guides, product manuals, etc.
- Manage the Helpdesk phone. This includes taking calls and ensuring that all calls are logged in the system as well as providing feedback on already logged calls. This will be done by communicating with the relevant people internally to provide feedback to the end users.
- Manage WhatsApp groups. This includes taking down and logging of calls that are submitted via WhatsApp.
- Communication to the business. This includes ensuring that important communications are sent to the business as and when needed in a professional manner.
- Pulling reports and providing to business. Telephones, Helpdesk, other. These are done usually on a monthly or weekly cycle but can also be requested ad hoc.
- Assist in Helpdesk Management. This includes following up on calls for staff as well as managing outsourced calls.
- Quotes and Orders. This includes loading of quotes, requesting quotes and managing the fulfilment of those that become orders.
- Follow up with services providers on issues logged externally. From time-to-time calls are logged with service providers (such as phones, printers, arch, SAP, internet lines etc..) These calls need to be managed and service providers held to SLA agreements.
- General Admin. This includes any IT administration task that may need to be done, for example: taking minuets in meetings when requested, organizing training, organizing IT functions etc.
- Maintenance of Chronoscan. This includes mapping documents for electronic extraction. (EDI)
- Maintenance of the telephone system. This includes setting up new phones, speed dials etc.

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