Customer Experience Administrator Job Vacancy at Computershare | Johannesburg Hybrid Schedule

In this position, you’ll be based in the Johannesburg office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex.

We give you a world of potential

A Shareholder Experience Administrator acts as a key liaison between the company and its customers, ensuring smooth communication, efficient issue resolution, and high levels of satisfaction. Responds to inquiries via phone, email, or live chat, resolve complaints and troubleshoot issues with professionalism and maintain a customer-centric approach in all communications ensuring one call resolution

A role you will love 

Resolves customer enquiries efficiently which are received from shareholders/participants/clients/customers/stakeholders, by telephone, chat, written correspondence and/or email. Ensuring all customer identification and data protection is completed prior to discussing any account sensitive information. Provides clear and concise information and resolves queries or actions quickly and in full, ensuring the customer has all the relevant information required.  Follows processes as detailed in Desk Top Operating Procedure documentation and ensures prioritisation of customer satisfaction through complete ownership of the query from end to end.

Some of your key responsibilities will include: 

• Uses strong communication skills and active soft skills to listen, ask relevant questions to answer questions and find solutions for our customers
• Uses concise language to complete escalation tickets where information cannot be quickly found during customer interactions
• Will use business tools to obtain and record information as required
• Will use desk top operating procedures to ensure correct and current information is being accessed.
• Ensure the customer query is dealt with promptly and within the turnaround time stipulated, conduct the necessary follow ups and ensure they take accountability and feedback to the client within the required SLA. 
• Attends regular training to increase skills and knowledge around business processes

What will you bring to the role 

 You bring a strong customer‑focused mindset and the ability to communicate clearly and professionally. The ability take ownership of each enquiry, using active listening to resolve issues efficiently and accurately. You follow processes with care, ensuring data security and consistent, high‑quality service. And the willingness to learn and adapt to help you deliver an excellent experience for every customer.

Other key skills and qualifications required for the role include:         

• Matric Certificate
• Diploma /Degree in Business Administration (Advantageous)
• Call centre communication certificate
• Strate Exams (Preferred) 

Rewards designed for you

• Flexible work to help you find the best balance between work and lifestyle
• Health and wellbeing rewards that can be tailored to support you and your family
• Invest in our business by setting aside salary to purchase shares in our company, and you’ll receive a company contribution as well.
• Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future.
• And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub