Senior Customer Support Administrator Job Vacancy in Johannesburg at Switch Telecom

About the job

Are you an experienced administrator with a passion for customer care?

Duties and Responsibilities:

• Maintain a healthy relationship with existing customers and building trust with potential customers.
• Supports requests associated with all Switch Telecom services and products.
• Provides support for clients and resellers telephonically and via the ticketing system.
• Assists with receiving and dispatching work requests to staff, vendors or other service providers.
• Assists in resolving all account-related queries.
• Assists with the coordination and scheduling of orders and amendments for existing clients.
• Acts as an interface with clients, resellers and wholesalers.
• Acts collaboratively to solve problems and resolve spontaneous and unique situations.
• Ensures delivery of committed services and overall customer satisfaction.
• Demonstrates leadership, responsiveness and creativity in finding solutions.
• Review invoices, receipts and work orders/tickets.
• Ensures appropriate follow-up with customers.
• Seeks to continuously improve processes, systems and overall client satisfaction.
• Provide direction/information to resellers and wholesalers.
• Inventory and stocking of hardware.
• Amending data on the online system and capturing new applications.
• Understanding a client’s need and matching it to the relevant solution.
• Maintaining an efficient work environment.
• Screening telephone calls, and handling requests, and enquiries.
• Assisting in client retention.
• Identifying new and efficient ways to manage ticketing queues and workflows.
• Providing sales and administrative support to internal and external agents.
• Communicating with agents for the status of orders and outstanding documentation.

Qualifications

• Experience working with Ticketing and CRM systems.
• Excellent attention to detail and accuracy in financial record-keeping.
• Strong organisational and time management skills.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Ability to work independently and as part of a team.
• Effective communication and interpersonal skills.
• High level of integrity and confidentiality.
• Analytical and problem-solving skills.
• Ability to handle multiple tasks and meet deadlines.
• Proactive and self-motivated.