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Reception / Switchboard for Kerridge | Onsite JHB

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At KCS we’ve introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work.”

  • Kerridge Commercial Systems is a market leader in the development and provision of trading and financial software environments for specialist Distribution, Wholesale, Merchant and Retail industry sectors, addressing single or multi-branch operations, as well as catering for organisations with ‘point-of-sale’ showrooms and warehouses.
  • The Software Support Department assists customers with queries and problems relating to the KCS application software.   The Department also provides customers with a wide variety of other services including the installation of new software and customer training. 

Role Summary:

  • Switchboard duties
  • Reception duties
  • Office coordination duties and coverage

Key Responsibilities:

Switchboard / Reception

  • Directing of all inbound phone calls to the correct Department or internal employee, taking individual diaries and bookings into account
  • Using the telephony system and software required to vet customers and route them to the correct department 
  • Identifying calls that are not Support calls and dealing with these following the correct procedures, for example after sales calls, chargeable support calls, modification and system change requests
  • Effectively handling complaints and call escalation requests from Customers and notifying the Leadership Team thereof
  • Effectively handling Customer feedback requests and notifying the Leadership Team thereof
  • Taking messages for internal employees when He or She is not available to take phone calls
  • Directing all external visitors coming through the front door
  • Sending out birthday email notifications to Company for all internal employees
  • Booking of all meeting room requests and managing bookings accordingly
  • Ordering food for meetings as well as training
  • Switching off any meeting room lights, digital displays etc. when leaving the office
  • Working with members of the Support Leadership Team and other Departments to ensure that Customers receive a prompt efficient service
  • Alerting the Leadership Team when necessary regarding any sensitive Customer issue or high priority Support call logged
  • Following and applying the standard Commercial Software Support Procedures and Practices

Skills, Knowledge and Experience:

Office Coordination

  • Office coordination 

Essential:

  • Extensive experience in a Customer-focused role in a service oriented environment
  • Proven experience in a role requiring good written and verbal communication skills
  • A good knowledge of the Support Team’s Standards and Procedures
  • Absolute confidentiality is required for this role as sensitive information is shared and accessible 

Desirable:

  • Knowledge of the KCS application software or similar
  • Experience in a software Support environment or similar

Personal Attributes:

  • Professional
  • Assertive 
  • Meticulous 
  • Neat and tidy
  • Self-motivated
  • Trustworthy
  • Works well under pressure
  • Excellent written and verbal communication skills
  • Presentable at all times

Special Conditions:

  • The Receptionist will be required to work a dedicated shift of 08:00 – 17:00 on Weekdays (with an hour’s lunch) on a permanent basis as coverage at Reception is essential during SLA contracted hours

Remuneration:

  • The salary is commensurate with the role and experience 
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