Customer Advisor

This website is AudioEye enabled and is being optimized for accessibility. To open the AudioEye Toolbar, press shift + =. The toolbar contains the followingThe AudioEye Help Desk to report accessibility and usability related issues.The AudioEye Certification Statement to explain the ongoing web accessibility and usability enhancements for this website.The Player tool to listen to this site read aloud. The Player is not intended as a substitute for your screen reader.Kerridge Commercial Systems is a market leader in the development and provision of trading and financial software environments for specialist Distribution, Wholesale, Merchant and Retail industry sectors, addressing single or multi-branch operations, as well as catering for organisations with 'point-of-sale' showrooms and warehouses.The Software Support Department assists customers with queries and problems relating to the KCS application software. The Department also provides customers with a wide variety of other services including the installation of new software and customer training. Role Summary:Main Duties and Responsibilities:Undertaking projects as required by the Directors and or Support Manager Using the call logging system to log Support calls (telephone or email) correctly and ensuring that all calls are logged and prioritized according to the Support Standards and ProceduresEffectively handling complaints and call escalation requests from Customers and notifying the Leadership Team thereofEffectively handling Customer feedback requests and notifying the Leadership Team thereofIdentifying calls that are not Support calls and dealing with these following the correct procedures, for example after sales calls, chargeable support calls, modification and system change requestsFollowing and applying the standard Commercial Software Support Procedures and Practices Processing changes of Business Partners, Company Name, Owner and License Transfer formsEffective communication with the Management Team and all Departments Work as part of the Support teamFollowing and applying the standard Commercial Software Support Standards and ProceduresCall Logging SystemDirecting of all inbound phone calls to the correct Department or internal employee, taking individual diaries and bookings into accountTaking messages for internal employees when not available to take phone callsDirecting all external visitors coming through the front doorReceiving of new starts on their first day in collaboration with HRSending out birthday email notifications to Company for all internal employeesArranging food and collection thereof for all Company functions or events Managing all building maintenance requests and supplier call-outs Managing and controlling office and meeting room keys Ordering and managing of all office supplies Ordering and managing of all Company groceriesOrdering and managing of all stationery supplies Ordering and managing minimum levels of water bottles for water dispenser machines Arranging stationery packs for new starts Laminating, binding and cuttingSwitching off any meeting room lights, digital displays etc.Maintaining inventory of kitchen stockMaintaining inventory of stationaryOrdering food for meetings as well as training Booking of all meeting room requests and managing bookings accordinglyReceive, process paper orders, maintain stock and report on stock holdingAttend to adhoc duties given by staffDeactivating licenses after they have cancelled and updating the databaseHandling petty cashCreate purchase orders for IT equipmentEditing and sending BP sales reportsQuoting and invoicing of ESET licensesHandling of SMS Credits Creating accounts on Babbage in order to invoice when necessary Experience Required:Extensive experience in a Customer-focused role in a service-oriented environmentProven experience in a role requiring good written and verbal communication skillsA good knowledge of the Support Teams Standards and ProceduresAbsolute confidentiality is required for this role as sensitive information is shared and accessible ProfessionalMeticulous Neat and tidySelf-motivatedTrustworthyWorks well under pressureExcellent written and verbal communication skillsPresentable at all timesKnowledge of the KCS application software or similar (desirable) Experience in a software Support environment or similar (desirable)Special Conditions:This role may require local travel (errands, collections etc.), therefore a valid drivers licence is essentialThe Customer Advisor will be required to work a dedicated shift of 08:00 17:00 (with an hours lunch) on a permanent basis as coverage at front desk is essential during SLA contracted hours
Stellenbosch, WC, ZA