Senior Customer Support Representative X3

Enhance and strengthen relationship with high valued customers. Understand and proactively meet customer order fulfilment, queries and maintenance requirements. Facilitators of value add in the customer journey. They identify pain points and look for opportunity to improve the customer’s experience.

• You are an expert in Engen order placement and plant maintenance.
• You are passionate about customer experience.
• You have effective communication skills.
• You are fast and efficient.
• You have a reputation for accuracy and attention to detail.
• You are able to learn and memorize a good amount of information.

Baseline:

• Completed Matric / Grade 12
• Minimum of 1-2 years direct work experience within Engen customer service center (CSC)
• Experience working with CRM, SAP, Clevva and Excel
• Adaptable and agile based on constant change within a fast-paced environment

Advantageous:

• NQF Level 5 Qualification
• 5 years Customer Services Experience

• Creating analysis reports and presenting the findings.
• Developing a result driven, measurable team culture.
• Collaboration with Senior Engen Management.

• Customer Relationship Management: Responds to first line enquiries telephonically, via e-mail, fax, post or online. Manages customer relationship proactively Measuring and tracking performance.
• Operational Support: Liaises with business with regards to service delivery issues impacting on customer. Responds to requests for documentation and information.
• Stakeholder Relations: Establishes and maintains cross functional collaboration Develops internal and external stakeholder networks Manages stakeholder expectations.
• Customer Equipment Maintenance: Responds to first line enquiries telephonically, via e-mail, fax or online. Troubleshoots reported incidents with customer or vendor to establish nature of problem.
• Information Management: Accepts and records the receipt of new or revised products into the appropriate library.

Location: Cape Town

Salary Band: FL

Job Advert Closing Date: All job adverts close five days after date posted

Engen’s approved Employment Equity plans and targets will be considered as part of the recruitment process.

We welcome applications from people with disabilities. Let us know how we can accommodate you to participate in the recruitment process.

Important Information:

• The appointment will be made in line with Engens Employment Equity Strategy.

• All applications must be submitted to the contact person/ numbers provided & in the manner requested.

• If not submitted by the closing date, your application will automatically not be considered.

• Engen does not guarantee that you will be called for an interview or appointed by virtue of your application.

• Engen reserves the right not to make an appointment.