GIA is Hiring a Client Services Representative Assistant in Johannesburg
Job Summary:
Manage client accounts; understand and contribute to overall workflow to complete services for assigned clients.
Key Responsibilities:
- Monitor client accounts to ensure services are completed in a timely manner
- Work directly with clients to handle queries, add/change services, arrange shipments, and provide report results, billing information and service information as necessary
- Escalate client concerns to the appropriate person who can help resolve production, scheduling, shipping or invoicing problems
- Perform other duties as assigned by the supervisor
Complexity:
- Learn and follow defined procedures/guidelines to perform job (Searchlight); complete tasks through application of detailed procedural knowledge
- Use judgement to select appropriate action from defined procedures/guidelines; seek help from experienced staff and/or management for troubleshooting non-routine issues
- Understand that GIA reputation is impacted if clients receive inaccurate information/services
Knowledge, Skills & Abilities (KSAs):
- Basic knowledge of MS Office (Excel, Word, PowerPoint)
- Ability to learn and understand GIA proprietary systems (Spectrum, Searchlight, etc.)
- Ability to learn and understand key GIA people and their roles in production functions
- Ability to learn and understand functional department Standard Operating Procedures
- Familiarity with Lab production workflows
- Basic understanding of GIA policies and procedures
- Basic problem-solving skills: Understand when there is a problem and escalate as required; follow procedures to solve routine and often repetitive issues
- Communication skills: Sound communication skills to answer clients clearly; ability to understand and communicate information effectively in writing, by phone, or in person and ask for clarification when unclear
- Client-service skills: Ability to help retain clients by handling client queries and complaints in a helpful and professional manner
- Interpersonal skills: Ability to create positive interactions with clients; client orientation and ability to adapt/respond to different types of situations and characters
- Patience: Should be patient and polite and have good amount of stress tolerance, especially when interacting with difficult or irate clients
- Ability to multi-task, prioritize, and manage time effectively
- Actively communicate with others in a timely & professional manner; maintain good working relationship with others and peers
Supervision / Autonomy / Authority:
Work under general supervision with instructions on day-to-day tasks
Education / Training / Experience Requirements:
Typically require High School Diploma; 1+ years of related experience, or six months of work experience within GIA with good standing within their current position preferred.
