Job Summary
Anglo American Platinum is recruiting for a Contact Centre Agent.
Closing Date: 10 April 2024
- Reference Id: REF56761J
- Experience / Work Type: Entry Level / Permanent Employee
Location: Rosebank, South Africa
Job Purpose
Please note that this is a 12-month fixed term contract role.
The Contact Centre Agent is responsible for handling all first line customer and stakeholder enquiries that pertain to Finance Services and Employee Services within GSS.
The FS/ES Agent will address queries for the following range of FS/ES Services: Resourcing, Learning and Development, Data Management and Payroll related queries. More technical inquiries will be escalated from the FS Contact Centre to resolvers in the Appropriate Teams.
This will require liaising with and working with FS/ES Teams to resolve queries and cases. Please note that shift work maybe be applicable due to operation requirements.
Careers at Anglo American
Anglo American is a global diversified mining business. Its portfolio of world-class mining operations provides the metals and minerals that make modern life possible.
The company strives to be a great company where employees are happy, inspired to do their best work. A place where every colleague can grow, develop and realise their potential.
When you join Anglo American, you can expect to enjoy a competitive salary and benefits package, but more than this, you will find yourself in an environment where the opportunities for learning and growth are second to none.
Duties and Responsibilities
Provides an effective Customer Support function by:
- Interfacing with customers and service providers, including suppliers where applicable.
- Responding to requests (prioritizing as appropriate), 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.
- Following up and providing feedback, guidance and information to clients and service providers.
- Dealing with customers in a professional manner and owning a queries until it is resolved
- Correctly 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, products and services, 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
- Improves systems and processes by extracting information and compiling new reports and or existing standard reports on best practice systems and processes to identify and meet organizational needs,
- Actively pursues the exchange and preservation of information between operations and individuals to facilitate effective knowledge management according to organizational objectives,
- Responsible for standardization of delivery to the business by supporting the Service Management Framework.
- Builds relationships across the Anglo American pipeline by sharing business information and knowledge.
- Manages stakeholders by coordinating service level agreements,
- Establishes and maintains Business Partner Relationships with the appropriate parties to facilitate the optimal functioning of the Functional Area.
- Manages and monitors divisional adherence to SHE programme goals and objectives
Qualifications
- National Higher Diploma or relevant degree
EXPEREINCE
- 1 – 2 years’ experience in a Help Desk environment.
- Customer intimacy and knowledge
- SAP CRM Knowledge
- Full understanding of processing invoices.
- Accounting Knowledge/exposure
Knowledge and Skills
- n/a
How to Apply
Anglo American is an equal opportunities employer. To apply for this role, please complete the online application form.
You will have the opportunity to upload your CV and other relevant documentation as part of the process. Please use the link button below to kick-start your application for this great career opportunity.
Closing date: 10 April 2024
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