Assistant to Head of Customer Service

Role Summary

The Assistant to the Head of Customer Service is responsible for providing comprehensive support to the Head of Customer Service and Customer Service Team and managing the departments operations, including handling of the daily required duties and supporting with planning and distributing information and to optimize workflow procedures in the office. Point of reference for all queries, requests or issues related to the Customer Service department.

Accountabilities / Key Performance Areas

• Assist Head of Customer Service and customer service department in managing daily operations to ensure positive, safe and profitable working environment.
• Maintain general company record system to uphold accurate files.
• Serve as the primary point of contact for internal and external colleagues on all matters pertaining to the Head of Customer Service.
• Provide gatekeeper and gateway role, providing a bridge for smooth communication between the Head of Customer Service and staff.
• Complete a broad variety of administrative tasks that facilitate the Head of Customer Service ability to effectively lead the customer service department, including: assisting with special projects; designing and producing complex documents, reports, and presentations; collecting and preparing information for meetings with staff and outside parties; composing and preparing correspondence; maintaining contact lists; making travel arrangements; and completing expense claims.
• Operational responsibility for Administrative Team.

Responsibilities

(but not limited to)

• Internal communication
• Compose letters, memos and emails
• Collecting information with regards to financial reporting
• Anticipate Head of Customer Service needs in advance of meetings, conferences, etc.
• Coordinate all meetings and assist with staff meetings and events as needed
• Manage all aspects of departments office services. Evaluate and assist in developing office policies and procedures for improved workflow and anticipate future needs as organization grows. Assist in the selection of vendors and purchase equipment, services, and supplies necessary for operation of Customer Service department
• Compose presentations
• Commercial project management
• Verify expense claims
• Customer accounts management
• Credit application and Supplier management
• Management of housekeeping
• Employee management records
• Respond to queries in person, via telephone or email
• Perform administrative tasks, including filing
• Dealing with post, courier
• Maintaining filing systems
• Provide event management support as requested
• Other projects/duties as assigned for the overall benefit of the company

Education

• Masters/Honours/Post Grad Qualification
• Degree / NQF7
• Diploma / NQF6
• Higher Certificate / NQF5
• Matric / NQF4

Specify: Post-matric Diploma or Higher Certificate in a related secretarial/administration discipline. Minimum 5 years experience in a similar position, within a pressured, customer-centric environment. Well-developed numeracy and literacy.

Specify: Minimum 4 – 5 years related experience.

Computer Skills

• To perform this job successfully, an individual should have extensive knowledge of all Microsoft Office products such as Outlook, Word, Excel, PowerPoint, Baan.

Job-related Skills

• Ability to anticipate needs
• Critical thinking
• Solution orientated
• High level of professionalism
• Accuracy
• Analysing data
• Attention to detail
• Calculating data
• Superlative administration skills
• Organized
• Gathering of Information
• Able to handle pressure and meet deadlines and targets
• Communication Skills
• Maintaining accurate records
• Maintaining schedules
• Organizing files
• Screening telephone calls
• Effective
• Problem solving
• Organizational Support – Follow policies and procedures
• Innovation - Displays original thinking and creativity
• Judgment - Displays willingness to make decisions
• Safety and Security - Observes safety and security procedures
• Excellent written and verbal communication skills in English

Personal Characteristics

• Able to work alone
• Analytical
• Exceptional organizational skills and impeccable attention to detail
• Dependable
• Ability to complete a high volume of tasks and projects with little or no guidance
• Dedicated and helpful
• Effective and friendly
• Self-motivated – minimal supervision required
• Self-confident and assertive
• Highly motivated with a positive attitude
• Confidential and professional
• High tolerance for stress and work pressure
• Able to make sound decisions
• Responsible and well organized