Customer Services Administrator X 2 at Rand Mutual - RMA

Description

As the Customer Service Administrator, you will be reporting to the Customer Services Manager, the Customer Service Administrator will be responsible for providing administrative support to the Customer Services team while ensuring that all customer queries are dealt with in an efficient manner and providing a high level of service to promote RMA’s products and services.

WHAT WILL YOU DO?

Customer queries and complaints handling

• Handle all customer queries in an efficient manner and provide a high level of service to promote the organisation’s products and services.
• Manage the functions of receiving, assessing, analysing, resolving, and documenting customers’ issues and complaints in accordance with agreed requirements.
• Immediately report problems/failures that may impact on the organisation and/or its clients/customers to Line Manager

General administration  

• Provide general administrative support to the team to include filing, data entry, typing and assisting in the management of communications and paperwork, managing diaries, assisting with travel arrangements/organisation.
• Ensure that follow ups are done where necessary
• Adhere to SLA’s.

Reporting

• Provide data and draw reports on a weekly and monthly basis or as otherwise required.
• Maintain accurate records/documentation associated with work.

Stakeholder relationship support  

• Support and ensure that the team delivers on:
• Liaising with and maintaining good relationships with relevant stakeholders (particularly between sales and marketing).
• Build relationships with Memberships, Operations, Claims, act as link between Brokers and business.
• Addressing customer satisfaction issues promptly and escalate queries to the relevant departments.
• In collaboration with the relevant departments, organise training where applicable

Personal development   

• Achieve agreed personal targets and assist Line Manager to achieve team targets.
• Ensure compliance to relevant codes, legislation, and procedures including health and safety.
• Contribute towards the smooth running of the team.
• Always adhere to all organisation policies and procedures.
• Interact and co-operate with all members of the department, its suppliers, and clients/customers.

WHAT YOU'LL BRING TO THE TABLE?

• Knowledge of business policies, processes and procedures, legal compliance
• Diploma in Business management, Administration or Customer Service
• 2-3 years customer services administration experience
• Advanced Computer literacy - MS Office