Contact Centre AdministratorAnglo American

The Contact Centre Administrator responsible for handling and logging of all first line customer and stakeholder enquiries that pertain to Employee Services within De Beers and Anglo-American Group of companies.

More of your responsibilities will include:

More of your responsibilities will include:

• Accurately assess customer needs and affectively address these in a professional manner
• Interact with customers and service providers, including suppliers where applicable
• Respond to enquiries and queries (prioritizing as appropriate), investigate problems, and develop remedial plans to resolve problems within acceptable time parameters (as per Service Level Agreement)
• Escalate incidents and problems as appropriate to enhance timeous resolution.
• Provide first line problem resolution service for EMEA Employee Services supported business units
• Appropriately assign case files to payroll Tier 2 for resolution where applicable.
•  Develop a strong working relationship with the processing center to facilitate efficient query resolution and ensure effective management of workflow.
•  Follow up with customers, providing feedback, guidance and information to clients and service providers
• Record all interactions with customers on the approved system
•  Assist customers in the utilization of self-service (where applicable)

Qualifications:

• National Higher Diploma or relevant degree would be an advantage

Knowledge and Skills

• 1 – 2 years’ experience in an inbound Contact Centre
• Customer centric individual
• Understanding of SAP payroll Systems
• Experience in dealing with employees' pay slip queries.
• People services Knowledge/exposure
• Inbound Contact Centre Proficiency
• Business and Process Knowledge
• Contact Centre Operational Skills

Additional information:

• When you join Anglo American, you can expect to enjoy a competitive salary and benefits package. But more than this, you’ll find yourself in an environment where the opportunities for learning and growth are second to none. From technical training to leadership programmes, we bring out the best in our people. There are plenty of opportunities to move onwards and upwards too. We’re a large, successful multinational company – and we’re still growing all the time.