A vacancy exists at Nashua (Pty) Ltd for a Service Delivery Administrator, reporting to the Service Delivery Manager.
Primary Role – Responsible for the service delivery administration and reporting on the services delivered in accordance with the SLA and surveys conducted resulting in trend analysis to support high customer satisfaction.
Secondary Role – Providing Legendary Customer Service by assisting Nashua (Pty) Ltd customers with all queries telephonically on the Service Desk.
• Minimum requirement – Matric.
• 1 Year Customer Service experience.
• Sound experience – MS Office.
• High level of accuracy.
• Good communication skills.
• People skills and listening skills
• Attention to detail.
• ITIL knowledge will be advantageous.
DUTIES AND RESPONSIBILITIES
o Service interface and point of escalation for the customer complaints.
o Ensure services delivered are equal to Scope of Service.
o Identify and analyse contract delivery issues and convey to Service Delivery Manager.
o Participate in audit compliance reviews and action appropriately.
o Ensure accuracy of supplier billing.
Delivery Administration – Reporting
o Customer Experience Survey:
o Weekly reporting to the Channel for the reporting periods reflecting the outcomes.
o Communication to the channel on specific improvement measures.
o Trend Analysis on overall improvement.
o Reporting on un-actioned escalations and corrective actions.
o Constant engagement with the relevant departments to ensure the Software Register is up to date.
o Proactive reporting to the Channel and Sales alerting them to Software Licence Renewals.
o Tracking of leads and renewals against the Pipeline Register.
Complaints and Problem reporting:
o Constant engagement with the relevant Franchises to ensure all complaints are resolved.
o Weekly reporting on all complaints, Route Cause Analysis (RCA) and corrective actions.
o Trend Analysis done for all the complaints received.
o Assisting team members with difficult queries; Ensuring that the team members are notified of new information; Sharing effective ways to improve customer service; Do not work in isolation.
o Stand in for team members on the Service Desk when required.
o Take advantage of available resources (managers, processes, other departments) to complete work efficiently; Make preparations – ensure that required equipment/materials are in appropriate locations so work can be done efficiently; Stay focused – use time effectively and prevent irrelevant issues from interfering with work completion.
o Recognize problems and determine what actions need to be taken to resolve the problem; Recommend alternatives to the customer in assisting to resolve queries; reduce the number of escalations.
If you are interested in this vacancy you can send your CV to Matshepo Mlaba at firstname.lastname@example.org
Should you not hear from us 2 weeks after submitting your CV, please take it that your application has not been successful”.