Operation Process Administrator: Intern at TFG (The Foschini Group)

Job description

• The role requires a driven individual with analytical and communication (written and verbal) skills that will assist the Operations Department in contributing to the Key Performance Indicators (KPIs) set out by the division.

The primary function of this role is to take administrative responsibility and provide support on VAS (Value added services) reporting and driving Field Teams and Customer Service management functions by:

• Being the gatekeeper to manage the customer complaints and follow up with the Field Managers to close off the logged complaints.
• Delivering customer service analysis and insight
• Engaging with internal and external stakeholders including customers in resolving queries
• assisting the Operation Process Administrator with data collection
• Report on VAS results to Field Managers and managing proceses around the VAS products.
• performing clerical tasks

Duties and Responsibilities

• Effectively manage and drive the customer service KPI by extracting, reporting and resolving out of SLA complaints
• Analysis of customer complaints and give sound recommendation to stores and internal stakeholders on how to resolve and improve customer satisfaction
• Create clear and concise communication to store and field managers via the TFG internal plattforms such as Yoobic and In Touch
• Engage with all internal stakeholders when providing guidance on communication sent to stores
• Extract and distribute turnover results to management on a daily basis
• Extract and distribute time and attendance reports for field and escalating any out of line issues relating to the information
• Arranging travel and accommodation for management
• Compiling general process documents on an adhoc basis
• Maintain high levels of internal service and continually seek ways to improve service levels
• Building and maintaining relationships with Divisional field management.

Requirements

• Business degree or equivalent diploma
• Computer literacy and well versed in using Microsoft Office tools (Word and Excel) will be advantageous

Competencies and behaviours for success

• Excellent written communication and presentation skills
• Excellent analytical skills with sound judgement and problem-solving skills
• High resilience and agility with the ability to work well under pressure
• Able to work independently and have good interpersonal skills