Operations and Client Services Administrator

• A leading technology and device supplier is seeking an Operations & Client Services Administrator to provide professional reception, customer service, aftersales and administrative support.
• The successful candidate will be the first point of contact for customers, suppliers and visitors, ensuring enquiries, aftersales requests and operational administration are handled efficiently and professionally. The role will also provide dedicated support to the Operations Department and assist other departments as required.

Duties and Responsibilities:
Reception & Switchboard Management:

• Answer all incoming calls professionally and courteously.
• Ensure calls are transferred to the correct department promptly.
• Take accurate messages and communicate them to relevant employees.
• Follow up on messages where necessary.
• Welcome all visitors in a professional manner.
• Manage visitor sign-in procedures.
• Ensure reception area is maintained in a professional condition.
• Coordinate visitor refreshments when required.
• Manage reception email enquiries.
• Ensure all walk-in customer queries are attended to promptly.
• Escalate unresolved matters appropriately.
• Maintain positive first impressions of the company.

Customer Service & Client Relations:

• Act as first point of contact for customer enquiries.
• Log customer queries accurately.
• Provide customers with timely feedback.
• Follow up on outstanding customer requests.
• Maintain excellent customer service standards.
• Resolve routine enquiries professionally.
• Escalate complex matters appropriately.
• Manage customer expectations.
• Build and maintain positive customer relationships.
• Ensure customer communication is professional and accurate.
• Support customer onboarding activities.
• Track outstanding customer documentation.

Aftersales Administration:

• Manage aftersales process administration.
• Log all aftersales cases accurately.
• Monitor repair and warranty cases.
• Coordinate collection and return processes.
• Follow up with suppliers and service providers.
• Provide customers with progress updates.
• Ensure all aftersales records remain up to date.
• Maintain repair trackers.
• Monitor turnaround times.
• Escalate delayed repairs or unresolved cases.
• Generate aftersales reporting as required.
• Ensure closure of completed aftersales matters.

Operations Administration Support:

• Assist Operations Coordinator with administrative functions.
• Maintain operational filing systems.
• Capture and update operational records.
• Maintain POD records.
• Assist with document control.
• Prepare operational documentation.
• Monitor shared operational inboxes.
• Assist with stock administration activities.
• Assist with logistics administration.
• Track outstanding operational documents.
• Support preparation of operational reports.

General Administration:

• Maintain electronic filing systems.
• Maintain physical filing systems.
• Assist with tender administration.
• Assist with travel bookings.
• Coordinate meeting arrangements.
• Assist with office management administration.
• Manage stationery requests.
• Monitor office supply requirements.
• Assist with document preparation.
• Maintain administrative records.

Cross Departmental Support:

• Provide administrative support to all departments when reasonably requested.
• Assist management with projects and initiatives.
• Support company-wide administrative requirements.
• Maintain collaborative relationships across departments.
• Assist during periods of operational demand.
• Perform additional reasonable duties assigned by management.

Reporting:

• Ensure submission of accurate reports within the specified timeframe to all relevant stakeholders.
• Planning and organising:
• Prioritise workload effectively.
• Meet designated deadlines.
• Maintain organised records.
• Manage multiple tasks simultaneously.
• Ensure work is completed accurately.
• Escalate workload concerns proactively.

Communications (Internal and external):

• Acknowledge internal and external written communication within one hour.
• Respond to communication within 24 hours.
• Maintain professional communication standards.
• Provide accurate information to stakeholders.
• Ensure timely feedback to customers and colleagues.
• Maintain confidentiality where required.

General:

• Identify and advise management of any other revenue generating opportunities spotted.
• Comply with company and customer policy and procedures.
• Ensure professionalism whilst maintaining and friendly approach to all stakeholders.
• Promote the company brand.
• Live the company values.
• Ensure workplace is in a neat and tidy condition.
• Works collaboratively with other team member to achieve common goals by openly sharing information and supporting or providing assistance in other departments as required.

Requirements:

• Matric (Essential).
• Relevant Administration Certificate or Diploma advantageous.
• Valid Driver's Licence advantageous
• Minimum 3 years administrative experience.
• Minimum 2 years customer service experience.
• Reception or switchboard experience essential.
• Experience dealing directly with customers.
• Experience managing customer queries.
• Experience maintaining records and filing systems.
• CRM or ticketing system exposure advantageous.
• ICT industry experience advantageous.
• Professional appearance.
• Excellent command of English.
• Ability to engage confidently with customers.
• Ability to handle difficult conversations professionally.
• Ability to work independently.
• Strong attention to detail.