Customer Engagement Administrator - Bryanston, South Africa - Adumo

Adumo
Adumo
Verified Company
Bryanston, South Africa

1 week ago

Thabo Mthembu

Posted by:

Thabo Mthembu

beBee Recruiter
Description
Purpose of the Role


In line with adumo's purpose; to be a catalyst for Growth: Grow our customers, grow our communities, grow our continent and ultimately grow our people The Customer Engagement Administrator role's focus is on the administration of the products to ensure the growth of our business and our customers.

The adumo Customer Engagement Administrator is responsible for the professional, seamless and efficient administration of our products and services:

  • working closely with the Senior Product Specialist, Fulfilment, Support and Account Management Teams to ensure successful execution of customer engagement programmes.


Here at adumo, our values are core to how we carry out our overall purpose and as well as the purpose within each job.

Values are the handful of extraordinary attributes we as an organisation champion every moment, making up the fabric of who we are as adumo.

They steer us to our True North.

Many other worthy attributes exist that don't make up adumo values, but these to us are simply non-negotiable - they'll get you through the front door.


KNOWLEDGE

  • Computer literate
  • Salesforce
  • Experience with webbased Applications and CRM tools
  • Salesforce
  • IT software / SAAS support / service background
  • Retail and payments industry experience would be an advantage
  • Procurement, finance and billing processes
  • Basic reporting and Excel

SKILLS

  • Excellent communication skills (verbal and written )
  • High customer focus and service orientation
  • Excellent interpersonal skills
  • Presentation skills (online or in person)
  • Confident on the phone
  • Problem solver and solutiondriven
  • Demonstrate capacity to work cooperatively with others to achieve common goals
BEHAVIOUR / ATTITUDE

  • Professional and presentable
  • Customercentric
  • High ownership and accountability
  • Selfstarter
  • Independent, driven and disciplined
  • Attention to detail
  • Organised
  • Energetic and bold
  • Team Player
  • Drive and live organizational values and be an example

REQUIRED:
EXPERIENCE & EDUCATION

Minimum

  • Matric (NQF Level 4)
  • 6 months' admin or support experience in a Fintech / IT service management company
  • Intermediate knowledge using Internet, Outlook, Word, Excel, PowerPoint
  • Salesforce
experience

Desired

  • Relevant Certificate or Diploma in IT, Marketing or Business (NQF Level 6)
  • 12 months' client services, technical admin or support experience in a Fintech / IT service management company
  • Reporting experience would be beneficial
Ideal

  • Relevant Degree in IT, Business or Marketing (NQF Level 7)
  • 2+ years admin or customer services experience, in a retail Fintech service management company
  • Gift & Loyalty support and service experience
  • Procurement, finance and billing experience

KEY AREAS OF RESPONSIBILITY

Successful Client Programme Setup and Administration on platform

  • Accurate and timely setup of all client programmes on the adumo Engage platform, in line with the client requirements (Programme Setup)Works with Product Specialist to administer and maintain client programmes to ensure programme and client success
  • Works with Product Specialists to administer and maintain client programmes to ensure programme and client success
  • Knowledge of all platforms used in the delivery of Customer Engagement programmes, including (but not limited to): Salesforce, Engage admin and merchant portals, 3rd Party SP Portals, BI & Reporting tools, billing, etc

Communication, Coordination and Optimisation of Client Onboarding

  • Attends weekly onboarding/fulfilment standups
  • Coordination and alignment with internal teams throughout onboarding, implementation and fulfilment of client programme
  • Clear communication with client and sales/account manager throughout the onboarding process to ensure management of expectations

Efficient Processing & Fulfilment of Client Orders

  • Monitors CE Order cases and queues
  • Receives and accurately processes orders for new and existing clients
  • Day to day contact with designer, card suppliers and 3rd party vendors
  • Tracks, followsup and ensures timely fulfilment of all orders
  • Endtoend management of design, order and procurement process, including ensuring orders are billed

Programme Administration, Support and Escalations

  • Monitors CE support escalations, cases and queues
  • Attends to and actions all programme administration requests on behalf of clients
  • Works with 1st and 2nd line support to ensure timely response and resolution of client issues
  • Escalates any technical or product issues to 3rd line support as required

Optimisation and Efficiencies

  • Ensures efficiency of implementation, administration and support for platform and services
  • Reduced turnaround times for orders
  • Improved ticket response times
  • Drives reduction in customer tickets
  • Process optimization
  • Drives digitization of the customer journey

Leadership, Ethics and Values

  • Demonstrates leadership by conveying a strong sense of commit
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