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    • Service Operations Coordinator - Johannesburg, South Africa - ARCS

    ARCS
    ARCS Johannesburg, South Africa

    1 month ago

    Default job background
    Description
    Join ARCS as a Customer Service Agent

    This renowned organization is in search of a committed Customer Service Agent to serve as the backbone of its daily service operations. In this essential position, you will be integral to facilitating smooth interactions among clients, vendors, and stakeholders, striving for excellence in every facet of service delivery.

    Your Role and Responsibilities:

    Client and Vendor Service Management:
    • Handle daily inquiries, complaints, and feedback through various communication channels.
    • Assist in formulating and executing service policies and procedures to ensure consistent service delivery.
    • Track service metrics and provide regular updates to management.
    Team Collaboration and Support:
    • Coordinate activities to guarantee efficient service operations.
    • Contribute to the design of service functions, standard operating procedures, and policies, focusing on continuous improvement.
    • Support performance enhancement initiatives through training and self-service solutions.
    Enhancing Client and Vendor Experience:
    • Work with marketing to implement strategies that elevate client and vendor satisfaction.
    • Collaborate with vendor management for effective support.
    • Gather and analyze feedback to pinpoint areas for improvement.
    Issue Resolution:
    • Address client and vendor issues promptly and effectively.
    • Maintain a tracking system for monitoring issue resolution.
    Communication and Reporting:
    • Prepare and present reports on service performance, challenges, and trends.
    • Communicate service policies and updates to the team and relevant departments.
    Process Enhancement:
    • Assist in reviewing and refining service processes for improved efficiency.
    • Utilize technology solutions to enhance service delivery.

    Qualifications & Requirements:
    • Grade 12 / Matric.
    • Post-secondary qualification in customer service, operations, or a related field.
    • Demonstrated experience in customer service, preferably within a retail environment.
    • Familiarity with CRM software and digital communication.
    • Strong problem-solving abilities and a client-focused mindset.
    • Capacity to collaborate with cross-functional teams.