Senior Customer Care Administrator

2 weeks ago

Bryanston Gauteng, South Africa Switch Telecom Full time

Are you an experienced administrator with a passion for customer care?

Duties and Responsibilities:

  • Maintains a healthy relationship with existing customers and building trust with potential customers.
  • Supports requests associated with all Switch Telecom services and products.
  • Provides support for clients and resellers telephonically and via the ticketing system.
  • Assists with receiving and dispatching work requests to staff, vendors or other service providers.
  • Assists in resolving all account-related queries.
  • Assists with the coordination and scheduling of orders and amendments for existing clients.
  • Acts as an interface with clients, resellers and wholesalers.
  • Acts collaboratively to solve problems and resolve spontaneous and unique situations.
  • Ensures delivery of committed services and overall customer satisfaction.
  • Demonstrates leadership, responsiveness and creativity in finding solutions.
  • Review invoices, receipts and work orders/tickets.
  • Ensures appropriate follow-up with customers.
  • Seeks to continuously improve processes, systems and overall client satisfaction.
  • Provide direction/information to resellers and wholesalers.
  • Inventory and stocking of hardware.
  • Amending data on the online system and capturing new applications.
  • Understanding a client's need and matching it to the relevant solution.
  • Maintaining an efficient work environment.
  • Screening telephone calls, and handling requests, and enquiries.
  • Assisting in Client retention.
  • Identifying new and efficient ways to manage ticketing queues and workflows.
  • Providing sales and administrative support to internal and external agents.
  • Communicating with agents for the status of orders and outstanding documentation.

Qualifications

  • Experience working with Ticketing and CRM systems.
  • Excellent attention to detail and accuracy in financial record-keeping.
  • Strong organisational and time management skills.
  • Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
  • Ability to work independently and as part of a team.
  • Effective communication and interpersonal skills.
  • High level of integrity and confidentiality.
  • Analytical and problem-solving skills.
  • Ability to handle multiple tasks and meet deadlines.
  • Proactive and self-motivated.

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