Senior Customer Service Consultant

Tower Group South Africa (PTY) Ltd; KwaZulu-Natal; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading steel industry company is seeking a highly experienced Senior Customer Service Consultant to join their team in Cato Ridge. The role involves overseeing customer service operations, managing reports, and improving service quality through data analysis. Ideal candidates should have a Bachelor's degree, significant experience in the steel sector, and proficiency in SAP and data analytics tools. This position offers an engaging and dynamic work environment.

Qualifications

• 5 to 6 years experience in the Steel Industry or similar environment.
• Strong understanding of data workflows and reporting.
• High proficiency in creating and managing dashboards.

Responsibilities

• Oversee Customer Service Consultants on a daily basis.
• Develop and maintain departmental reports.
• Assist Customer Service Manager to improve customer service quality.

Skills

Customer relationship management

Data analytics

Process optimization

SAP proficiency

Power BI

Education

Bachelor's degree in Commercial or equivalent Diploma

Tools

SAP Analytics Cloud

Excel

Job description

Overview

Our client a leader in the steel industry is seeking a highly experienced Senior Customer Service Consultant to join their team based in Cato ridge

Minimum Requirements

• Grade 12
• Bachelor's degree in Commercial or equivalent Diploma
• Qualifications: Data analytics or IT an added advantage
• 5 to 6 years in a Steel Industry or similar environment

Main Job Functions

• Oversee Customer Service Consultants on a day-to-day basis.
• Raise tickets for any changes needed on SAP.
• Follow up on and escalate outstanding tickets if need to the Customer Service Manager.
• Departmental database development and management
• Perform all system changes required, i.e. SOP updates, report updates, database changes.
• Develop and maintain departmental reports.
• Ensure a professional service is given to the entire department.
• Build and maintain strong relationships with all sales, business development and customer service personnel.
• Assist the Customer Service team with resolving customer complaints swiftly through the claims system.
• Maintain the Product Claims register.
• To development and maintain of Standard Operating Procedures (SOP’s) and other documentation to ensure uniformity across teams and processes.
• Develop and maintain entire sales department information systems.
• Assist the Departmental Management Team with daily information and forecasting.
• Assist Customer Service manager to improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Assist Customer Service Manager to maximize customer operational performance by resolving problems; disseminating advisories, and new techniques; detecting and diagnosing problems.
• To track & ensure closure of claims.
• Identify patterns, anomalies, and discrepancies across datasets.
• Develop dashboards and reports using tools like Power BI, SAP Analytics Cloud or Excel
• Present insights to department Management Team.
• Support predictive modelling and trend analysis for sales
• Assist in budgeting and process optimization.
• Work with IT and SAP teams to improve data workflows and reporting capabilities.
• Work all departments to align data strategies with business goals.
• Support ad hoc data requests and audits.