Frontline Support Specialist – Finance & Employee Services

Solugrowth (Pty) Ltd.; Gauteng; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Solugrowth (Pty) Ltd in Gauteng seeks a Contact Centre Administrator to handle first-line enquiries from employees and stakeholders within Employee Services. The role focuses on delivering responsive customer support, accurate logging of requests, and escalating complex cases to resolve issues promptly.

You will log incidents in SAP CRM, escalate to Tier 2 as needed, and collaborate with process teams to capture knowledge and improve service delivery, while maintaining quality standards and

Qualifications

• Experience in customer support or contact centre environment.
• Proficiency with SAP CRM is desirable.
• Strong communication and stakeholder liaison skills.

Responsibilities

• Provides an effective Customer Support function by interfacing with customers and service providers.
• Responding to requests, investigating problems and developing remedial plans to resolve problems within acceptable time parameters, further escalating problems as appropriate to enhance timeous resolution.
• Providing a first line problem resolution service for the GSS and the business.
• Logging queries on the SAP CRM system and ensure follow up actions are taken.
• Assists users in making more effective use of self-service stations and systems, investigating complex problem situations and helping users to sort out any problems.
• Ensures quality standards for all activities within the designated area of responsibility.
• Escalate case files to GSS Tier 2 resolvers for resolution where applicable.
• Work with the process teams to ensure knowledge transfer occurs so that they may be able to answer similar queries in the future.

Job description

Solugrowth (Pty) Ltd in Gauteng seeks a Contact Centre Administrator to handle first-line enquiries from employees and stakeholders within Employee Services. The role focuses on delivering responsive customer support, accurate logging of requests, and escalating complex cases to resolve issues promptly.

You will log incidents in SAP CRM, escalate to Tier 2 as needed, and collaborate with process teams to capture knowledge and improve service delivery, while maintaining quality standards and