Customer Service Representative

Idemia; Johannesburg; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A leading technology company in Johannesburg is looking for a professional to execute customer contracts and ensure satisfaction through effective delivery. The role involves managing customer relationships, coordinating contract execution, and handling various inquiries. The ideal candidate will possess strong communication skills and experience in contract execution. Join a dynamic team and seize opportunities in a fast-paced environment.

Qualifications

• Strong customer service skills with effective communication.
• Ability to manage small to medium-sized accounts.
• Experience in contract execution and compliance.

Responsibilities

• Manage the first level customer relationship for BAU activities.
• Coordinate contract execution to ensure high customer satisfaction.
• Manage the end-to-end Sales Order Process.

Job description

At IDEMIA, we aim to offer our employees a dynamic and exciting environment with opportunities for career growth and professional development.

Internal mobility allows you to energize your career and build your personal brand. It also provides an opportunity to explore different functions, professions, or countries, as IDEMIA operates in various businesses across 50+ locations worldwide.

Purpose

This role is responsible for executing customer contracts, working internally and externally to maximize customer satisfaction through effective contract delivery, and promoting revenue generation and profitability.

Key Missions

• Manage the first level customer relationship for all BAU (Business As Usual) activities, including handling incoming requests and inquiries.
• Coordinate contract execution with relevant stakeholders to ensure high customer satisfaction.
• Manage the end-to-end Sales Order Process, including stock management, quoting, and invoicing.
• Support regulatory compliance requirements for customers and internal processes.
• Handle customer queries and complaints to achieve satisfactory resolutions.
• Assist the Account Manager in contract delivery.
• Support internal requirements related to service delivery.
• Manage multiple small to medium-sized customer accounts with minimal support.
• Address customer service inquiries, requests, and problems through various channels, including face-to-face interactions.
• Utilize internal tools and systems effectively.
• Gather, review, troubleshoot information, and make recommendations.
• Prepare and present customer reports and presentations.
• Possess a general knowledge of the organization, products, and services.
• Provide leadership, coaching, and mentoring to entry-level colleagues.
• Assess customer needs and suggest or promote alternative products, services, and solutions.
• Sell or promote products or services.
• Organize documentation related to customer retention and growth trends.

Profile & Other Information

Seize all opportunities in our fast-paced environment. Expect the unexpected.