Customer Service Representative 1

Idemia; Johannesburg; On-site; ZAR 30 000 - 60 000; Full time

Job summary

Join an innovative company dedicated to enhancing safety through cutting-edge identity technologies. As a Customer Service Representative, you will play a crucial role in managing customer interactions and ensuring operational excellence. Your responsibilities will include monitoring service level agreements, processing customer orders, and maintaining communication across departments to enhance client satisfaction. This position offers a unique opportunity to contribute to a mission-driven organization that values diversity and innovation, while also providing a platform for your professional growth in a dynamic environment.

Qualifications

• Experience in customer service roles, particularly in managing operational activities.
• Strong understanding of SLA management and customer satisfaction metrics.

Responsibilities

• Manage customer contacts and operational activities in Southern and Eastern Africa.
• Monitor SLA performance and ensure customer satisfaction.
• Utilize ERP systems to process customer orders and feedback.

Skills

Customer Relationship Management

Order Management

SLA Monitoring

ERP Systems Knowledge

Communication Skills

Education

High School Diploma

Bachelor's Degree in Business or related field

Tools

ERP System (AX)

Job description

Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel, and protect public places – at scale and in total security.

Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.

Purpose

This role executes the customer contract, works internally and externally to maximize customer satisfaction through effective contract delivery and promotes revenue generation and profitability.

Key Missions

We are hiring for a Customer Service Representative based in Johannesburg.

Main Responsibilities :

1. Manage all customer contact relating to operational activities within the Southern and Eastern Africa Sub-region.
2. Monitor SLA performance and be the voice of the client to ensure that customer satisfaction levels are maintained and improved.
3. Create and maintain customer SLA documents.
4. Manage order expectations, customer order status, and maintain customer WIP tables.
5. Utilize various internal systems to process customer actions (change requests, artwork originations, non-compliant reports).
6. Ensure pipeline accuracy by providing sales teams with regular customer feedback and weekly revenue reports.
7. Communicate customer requirements internally, chasing progress with all departments (Manufacturing, Service Center, Sales, Technical Support).
8. Develop specialized knowledge of ERP systems to process orders (AX).
9. Ensure that all order entry, invoice, and dispatch specifications are entered and processed accurately and timely, with invoicing based on the incoterm agreed with the customer.
10. Ensure compliance with key procedures by internal and external stakeholders, including:

• Quality / complaints handling and client response.
• Change request coordination and billing.
• PO acceptance / compliance.
• Represent IDEMIA at client meetings.
• Follow and maintain Oberthur HR values, processes, and policies.

Create a job alert for this search

Customer Service Representative • Johannesburg, ZA