Customer Service Representative

Enaex; Rosebank; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading chemical solutions company is seeking a professional to implement unit operations, manage performance, and ensure compliance. The role involves customer support, monitoring operational indicators, and maintaining SHE standards. Ideal candidates will have a customer-centric approach and strong communication skills. This position is based in Rosebank, Gauteng.

Responsibilities

• Implement the unit operations plan and monitor execution daily.
• Report on performance and submit results quarterly.
• Manage unit performance and execute corrective actions as needed.
• Drive effective utilisation and development of unit systems.
• Guide customers with product inquiries and order placements.
• Ensure timely communication of order status and delivery updates.

Job description

Responsibilities

• Implement the unit operations plan by understanding key activities, projects, and performance indicators; communicating objectives to relevant stakeholders; and monitoring execution on a daily basis.
• Report on performance by tracking unit outcomes against targets, identifying progress and areas of concern, and submitting them quarterly or as required.
• Manage unit performance by continuously monitoring results, detecting anomalies, and executing corrective actions on a monthly basis or as operational needs arise.
• Monitor the implementation of unit business processes by monitoring compliance, identifying process anomalies, and executing corrective actions as required.
• Drive effective utilisation and continuous development of unit systems.
• Respond to support calls, emails, and tickets promptly by acknowledging concerns, providing real-time troubleshooting, and delivering empathetic, timely solutions.
• Assist with online payments and process applications, forms, and custom service requests with accuracy, ensuring a seamless customer experience.
• Deliver tailored support while maintaining a professional, customer‑centric approach across all touchpoints.
• Partner with internal teams to share insights, resolve service challenges, and contribute to continuous improvement initiatives.
• Maintain accurate, accessible records of all customer interactions, complaints, and transactions in line with established systems and procedures.
• Guide customers with product inquiries, order placements, and complaints while processing both local and export orders in SAP with precision and efficiency.
• Ensure timely communication of order status and delivery updates while maintaining clean, accurate order data for effective execution.
• Investigate and resolve customer concerns, ensuring proper follow‑up and closure; elevate serious issues to management with full documentation.
• Continuously evaluate service processes, recommend enhancements, and contribute to efficiency initiatives.
• Prepare regular reports and presentations to support operational and management decision‑making.
• Uphold company policies, SHE standards, and compliance frameworks across all activities.
• Foster strong, trust‑based relationships with customers and key stakeholders to reinforce loyalty and long‑term engagement.
• Monitor expenditure within budget by understanding cost components, approving spend in alignment with financial policies, and conducting monthly reviews.
• Ensure effective implementation of SHE by delivering comprehensive training, completing training programs, and addressing any identified gaps or non‑compliance.
• Monitor SHE performance by establishing clear standards, ensuring timely completion of monitoring activities, and resolving issues within defined deadlines.
• Maintain ongoing SHE compliance by reviewing current practices, identifying deviations, and correcting them within established timelines.
• Build and maintain productive relationships with internal and external stakeholders by facilitating regular communication, exchanging feedback, and supporting collaboration.
• Manage service provider performance by tracking service level agreements, monitoring delivery against standards, identifying issues, and applying corrective actions when necessary.
• Contribute to the team by actively participating in team events, identifying areas where support is needed, and providing the necessary assistance.
• Engage with team members consistently and be an active, dependable presence in daily team activities.
• Identify personal development needs and source suitable capacity‑building opportunities.
• Obtain the necessary approvals and successfully complete relevant self‑development activities to enhance skills and competencies.
• Support the organization by participating in company‑wide events and initiatives.
• Actively contribute to company‑driven activities and consistently demonstrate the Enaex values in all professional interactions.