Customer Care Administrative Support

Mode of Working: Remote (Work from Home)

Purpose of the Role:The Customer Care Administrative Support role is responsible for ensuring that all customer care functions, from service requests to accounts receivable, are managed with precision and efficiency. The role focuses on timely responses, accurate reporting, and effective support across multiple business processes to uphold a high standard of customer service and operational effectiveness.

Key Responsibilities and Accountabilities:

1. Customer Care and Service Request Management:

• Respond promptly to customer service calls and requests within a 24-hour window, using standard email responses.
• Ensure all emails are appropriately categorized and filed based on client name, keeping only un-responded emails in the inbox.
• Accurately log and record all service calls in the SAP system to maintain a well-documented track of customer interactions.

2. Job Card Management:

• Issue job cards via SAP to technicians for all technical services, ensuring accurate assignment and tracking of tasks.
• Process and update returned job cards from technicians, ensuring all necessary data is captured and accurately recorded in the system.

3. Quoting and Invoicing:

• Calculate and prepare cost estimates for spare parts based on job card details.
• Create and send quotations to customers in a timely manner.
• Handle the invoicing of services, ensuring accuracy and prompt customer billing.
• Liaise with customers to follow up on queries and resolve any issues or concerns.

4. Annual Service Agreements:

• Assist with marketing activities related to service agreements, supporting the promotion and renewal processes.
• Collaborate in the drafting and reviewing of service agreements, ensuring all terms and conditions are clear and accurate.

5. Accounts Receivable:

• Serve as a point of contact for customer inquiries related to accounts receivable, following up on queries to ensure resolution.
• Perform debtors reconciliations, identify any discrepancies, and finalize reconciling items.
• Take responsibility for debt collection, including the pursuit of long-outstanding debts, and report regularly to management on the status of accounts receivable.

6. General Administration and Office Support:

• Provide general administrative support as requested by management, including handling additional accounting tasks.
• Adhere to company policies, procedures, and corporate governance standards, ensuring compliance at all times.

Skills and Competency Levels:

1. Technical Skills:
   • Advanced computer literacy, including MS Office (Outlook, Excel, Word, PowerPoint).
   • Competence in using ERP systems, such as SAP.
   • Strong understanding of accounting principles.
2. Communication Skills:
   • Excellent communication skills, both written and spoken, in English.
   • Fluency in Creole or French is highly desirable.
3. Teamwork and Collaboration:
   • Proven ability to work well within a team and motivate others.

Key Performance Indicators (KPIs):

1. Sales quotes, orders, or invoices should be accurately generated within 24 hours of the trigger event.
2. Timely and effective debt collection, reducing outstanding debt.
3. Customer queries should be responded to within a 24-hour period.
4. Accurate and timely submission of all statutory returns.

Qualifications:

• Higher School Certificate (HSC) with a focus on accounting or mathematics.
• Post-high school accounting courses are a plus.

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