Customer Service & Admin Associate
Description
COMPETENCIES
- Demonstrate accountability and responsibility
- Effective communication – written and verbal
- Strong analytical skills and attention to detail
- Customer Service, administration and time management skills
- Positive teamwork
- Dependability and professionalism
- Business Ethics
KEY PERFORMANCE INDICATORS
- 100% of daily tasks set completed
- 90% of daily tasks set resulting in a positive outcome
- Ensure client inboxes are accurately maintained and actioned within 24 hours
- Call backs actioned immediately
- Assisting in file management to be carried out as required
- Urgent matters (dissatisfaction emails from clients, complaints or disputes) to be raised with Management asap
- Ensure accuracy and integrity of data and maintain privacy and confidentiality of data
- Zero Category A Critical breaches and a minimum of 90% compliance rate
- Correspondence quality maintained at above 90%
- Other performance targets as determined by management from time to time
LIMITS OF AUTHORITY
- Cannot change any current policies, systems, structures, scripts or procedures without ELT approval
- No approval to perform refunds or write offs