About the position
JOB DESCRIPTION
Key Responsibilities:
- Manage online and inbound queries for internal and external customers
- Inform customers about the process to be followed to resolve queries
- Categorising queries with the necessary information
- Direct queries to the correct subject matter expert
- Respond to customers queries in a timely and professional manner
- Liaise with our HR and Finance teams to ensure customers queries have been received
- To provide efficient first time service completion of administration delivery while providing an all-round
- Superior service delivery experience and adhering to SLA's and quality standards
- Process all relevant administration across HR and Finance functions including requirements.
Qualification and Experience:
- Matric/Grade 12
- Min of 1 year in customer service /query management function
- Min of 2 years Administration experience
- Experience working in a customer service call centre environment, HR or Finance and data processing
- Basic understanding of HR and Finance processes and Systems
- Experience in shared services (advantageous)
- A Basic understanding of Human Resource Department's function
- A Basic understanding of how Finance Department's function
Skills:
- Good communication and interpersonal skills
- Proven time management and planning skills
- Excellent attention to detail and high level of accuracy
- Excellent skills in MS Office (Word, PowerPoint and Excel)
Behaviours:
- Applies market and business insights in order to drive organisational objectives
- Effectively works with others to achieve shared goals
- Creates an environment that fosters and nurtures a culture of creativity which drives success
- Thinks and plans strategically, focusing on the long-term goals and objectives of the organisation
- Develops plans and prioritises initiatives that align to the organisational goals and objectives
- Understands and navigates dynamics created by processes, systems, and people
- Assesses and improves the efficiency, effectiveness, and quality of various work processes
- Quickly adapts and acquires new knowledge, skills, and competencies in a rapidly changing environment
- Interprets and simplifies complex and contradictory information when resolving organisational problems
- Takes accountability and ensures others are held to account on agreed upon performance targets
- Sets ambitious goals and takes focused action to achieve desired outcomes to deliver measurable results
Preference will be given, but not limited to candidates from designated groups in terms of the Employment Equity Act.
PLEASE NOTE:
If you apply for this role and you are successful, you may be expected to provide a service to customers any time during the hours 07h00 to 19h00, Monday to Friday as well as over weekends and public holidays, depending on operational requirements.
ABOUT US
Who we are is because of our people. They are our greatest asset. TFG is an internationally diversified retail portfolio of 34 speciality lifestyle and apparel brands that Inspire our Customers to live their Best Lives and are woven into the lives of millions. Our vision is to create the most remarkable omnichannel experiences for our customers. TFG is more than a workplace, it's a launchpad for your growth. Join us and explore endless growth opportunities across our diverse brands. We're a purpose-led business, and on this team, you'll share the pride of making an impact across a whole industry.
We're the designers, the makers, the shakers and the teams behind the scenes.
Are you with us?
ABOUT THE TEAM
The human resources team strive to create the best experience for all employees throughout the organisation, focusing on people and culture. This team is responsible for talent acquisition, on-boarding, performance management, development, career progression, employee relations and remuneration.
