Tier 1 Client Support Admin
Tier 1
Client Support Admin
EASY APPLY
Introduction
Global organization in Johannesburg is looking for a Client Support Administrator Guru to join their team!!
Duties & Responsibilities
As part of the Client Services team based in JHB, South Africa this role exists in-between traditional customer and operations roles. This role serves to optimize and improve the customer support process for the operations team. Responsibilities include improving customer communication, replying to customer queries, reporting, remove roadblocks, and keep SalesForce up to date as the official power user for the company
- You are the Salesforce admin and guru for the company and keep customer cases up to date
- You are the Support process creator, analyst, and optimizer
- You manage support cases, and escalate where required
- You ensure all cases are up to date and liaise with the relevant account owners to resolve issues
- Support reporting on cases
- You manage monthly reports
- You inform and suggest improvements to remove drag from the support process and between other departments to improve process and promote efficiency
Desired Experience & Qualification
- Minimum three (3) years’ experience delivering high level client service across a varied portfolio
- Experience in a message delivery environment and technical knowledge
- Proven ability to address customer support issues in a way that exceeds client expectations, driving increased client satisfaction
- Experience working with clients in the Banking environment (an asset)
- Excellent command of English language – verbal and written communication skills
- Excellent time management and multi-tasking skills
- Ability to work independently and collaboratively with a teamwork mentality
- Highly adaptable and flexible in a fast-paced environment
- Ability find the right answers and skilled at discovering resources to achieve this
- Demonstrated success as self-directed learner and self-starter
- Minimum three (2) years’ experience using a case management system (Salesforce.com preferred)
- Proficient in using MS Office applications; intermediate experience within excel is an asset
- Bachelor’s degree from college or university or applicable experience
Package & Remuneration
Market related