Customer Service Representative

Essential duties:

Customer Service

• Support team to ensure swift resolution to customer issues.
• Develop relationship with clients through professional communication.
• A strong relationship with all customers across multiple levels of business.
• Complete understanding of client’s SOPs.
• Ensure emails are answered within the SCS agreed turn-around time.
• Follow up on KPI’s raised internally/externally within the SCS agreed turn-around time.
• Develop strong relationships with key customers and SCS Key Account Managers.
• Provide proactive, best-in-class customer service for all customers.
• Co-ordinate customer reporting and ensure accurate and on time delivery of reports to customer.
• Perpetuate a positive, proactive, team-based culture within the Customer Service team through regular and effective communication.

Administration

• Ensure all work is compliant with all laws, regulations and policies.
• Succession planning, to ensure your role has adequate substitutes trained.
• Act as a mentor to others.
• Daily activities and personal conduct should be professional, and an example of what is expected from staff and in line with SCS values and behaviors.
• Work to the standards required in the relevant Result Areas as defined in your PAR.
• Maintain accurate records of work performed to facilitate accurate invoicing of clients and reporting of Key Performance Indicators
• Assist Site Management with daily tasks as required
• Assist with site finance tasks
• Preparation of data for Customer invoicing

Continuous Improvement

• Work closely with other business areas to improve processes and practices to ensure smooth flow of information and reduction in the number of issues
• Develop and implement effective systems and maintenance support policies to ensure that high quality service can be consistently achieved.
• Accept coaching and mentoring from management, learning and developing self with the goal of career progression within the business
• Embrace training and development opportunities to continually improve industry, product and service knowledge.
• Participate in forums to generate ideas and suggestions for improvement and help to test those improvements in own work area.

Qualifications:

• Strong customer service orientation
• Competent financial and business analysis skills
• Highly organized and able to juggle competing priorities effectively
• Ability to attend to detail
• Effective time management and self-discipline
• Strong numerical and literacy skills
• Able to demonstrate the highest level of confidentiality
• Customer relations skills
• Sound interpersonal and communication skills, both oral and written
• Ability to establish and maintain effective rapport with personnel at all levels.