Customer Engagement Administrator

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KEY TASKS:

Service Delivery and Excellence:

Portray a professional, customer orientated image of the GSS – Employee Services organization.
Cultivate trust with in all customer relationships by means of effective customer communication and interact effectively while displaying empathy and courtesy. Continuously provide customer service in accordance with good corporate governance, rules and regulations
Work as an integrated ES team member with the Processing teams to ensure knowledge transfer
Assist Customers in making more effective use of self-service stations and systems, products and services
Educate and inform customers on the full range of services rendered by the GSS
Query Resolution and Case Management:

Staff and operate the Walk In Centre / Contact Centre with regards to:
Current employee queries
Potential future employee queries
Ex-employee queries
Management queries
Interface with customers and service providers by providing a first line problem resolution service for the GSS and the Customer
Respond to and investigate Customer queries and problems reported
Escalate unresolved queries to resolvers in the Processing teams for remedial actions. The incumbent must develop strong working relationships with these resolver groups to ensure effective management of workflow and the efficient resolution of queries
Ensure correct logging of queries on the relevant systems
Follow up and provide feedback, guidance and information to customers and stakeholders
Deal with customers in a professional manner and owning queries until it is resolved
Assess common query trends and make recommendations of processes to be implemented to alleviate the creation of queries
Where and when required, engage with the customer in order to resolve outbound queries referred to the WIC by the Contact Centre
Customer Service requests:

Respond to Customer Service requests (prioritizing as appropriate) eg copy of pay slips and leave form requests, etc.
Ensure correct logging of customer requests on the relevant systems
Document handling:

Receive customer documents to be forwarded to the Processing Centre
Verify documents in terms of appropriate levels of customer approval
Ensure that the correct ES forms are utilized
Where applicable and appropriately delegated, accept third party documentation on behalf of the customer (e.g. Garnishees) and forward to ES processing department
Verify documents in terms of correctness in terms of the Customer HR policies, procedures and relevant conditions of employment
Batch documents as per ES processing requirements
Forward documents as per courier arrangements to the ES processing department or as may be applicable, scan document into OCR scanning network
Print pay slips and inform Embedded HR to collect for individual distribution
Act as a distribution point/centre for distribution of general GSS and HR information distribution e.g. IRP5’s , Retirement Fund statements, etc.
Employee Engagement and Termination:

HR approval and forwarding to the successful job applicant
Arrange logistics for medical examination required
Contact successful applicant and confirm when he/she must report for service
Arrange logistics for employee’s first day in service and notify necessary parties of start date
Arrange company asset allocation for new employee based on the list received from Line Manager
Physically engage employee by means of assisting employee to complete Sign on pack / employmentContract and relevant operational and statutory forms and as per information from the signed offer letter and applicable or relevant company policies
Providing an Induction training session on the Customer’s conditions of employment (mainly for assisted employees). Where required employees can be assisted individually
Forward employee contract to the embedded HR for relevant Manager sign-off and employee filing
Submit engagement documentation to ES processing
Forward termination pack to Embedded HR
When received back, check document for relevant completion and forward to ES processing
Where and when required, advise employee and Embedded HR on termination requirements and processes
Probation:

Prepare permanent appointment letter for employees that received permanent appointment and sent to Embedded HR
Promote Best Practice & Knowledge Management:

Actively pursues the exchange and preservation of information between operations and individuals to facilitate effective knowledge management according to organisational objectives
Builds relationships with others in the GSS by sharing business information and knowledge
Service Management:

Responsible for standardisation of delivery to the business by supporting the Service Management Framework
Business Partner and Customer Relationships:

Manages stakeholders by adhering to service level agreements
Establishes and maintains Business Partner Relationships with the appropriate parties to facilitate the optimal functioning of the Functional Area
GENERIC TASKS:

Health, Safety & Environment:

Demonstrate behaviour in line with health, safety and environmental standards
Report to your leader about any issues you can’t address
People:

Demonstrate behaviour in line with the Group’s values, standards and a professional workplace
Participate as an effective team member in working collaboratively with your leader, peers and relevant others (including from other teams where relevant) to achieve business goals
Financial:

Operate in a cost effective way, within limits set by your leader
Work Processes:

Work within policies, processes and systems and advise your leader of any issues which impede your, or the team’s performance
REQUIREMENTS:

Matric / Grade 12.
The following will be advantageous:
Payroll or HR qualification (Recognition of Prior Learning will be acknowledged).
Knowledge of SAP systems (SAP 409, SAP Fusion and SAP CRM)
Knowledge of Transactional Content Processing System (TCP)
2 – 4 years’ experience of working in a HR or Payroll field

Job ID : , #26, 55 views,

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