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