South Africa

Officer: Customer Service

Company City Property Administration (Pty) Ltd
Reference # LC0052
Published 02/01/2022
Contract Type Permanent
Salary Market Related
Location Pretoria, Gauteng, South Africa
City Property Administration (Pty) Ltd is a residential and commercial property management company that has been operating since 1968 with their headquarters in Pretoria and a supporting office in Johannesburg. City Property transforms buildings and injects fresh vitality into our inner cities. We provide sophisticated, modern and cosmopolitan retail spaces, offices, warehouses and apartments that ensure that those who live and work in the CBD enjoy the best South Africa’s cities have to offer.

The Customer Experience Department in Pretoria has a position for an Officer: Customer Service. If you believe you meet the requirements for this position, then please send through your CV.

The purpose of the role is to improve the quality of the service provided to our customers, by monitoring this against the agreed service standards to improve efficiency of staff dealing with customers.

Job Functions Administration,Call Centre,Client Services,Facilities & Property Manager
Industries Facilities & Property Management
Deliver Customer Satisfaction:
1.Continuously improving customer service delivery to meet the agreed-on Key Performance Indicators, to maximize performance.
2.Ensure that service delivery is continuously improved in ways that meet the needs of the customer.
3.Support and provide superior service in person, telephonically and on all other communication channels, as both receiver and responder.
4.Knowledge of the business to assist tenant or prospective tenant with enquiry submitted, via any of the communication channels, with correct information.
5.Deal with irate customers professionally and calmly.
6.Accept and case manage, on behalf of all staff, difficult customer situations that have been escalated, to ensure that the customers experience is positive.
7.Liaising with managers of service departments to act as an intermediary for customers as and when required.
8.Assisting Digital Marketing Specialist with monitoring of social media channels to respond to and submit enquiries and complaints via the CRM to the relevant departments.
9.Ensure that bulk communication is actioned when required, this includes sending of bulk SMS messages to tenants and staff during and after hours.
10.Manage and assist in resolving escalated cases where customers negatively respond to post call surveys and update notes on MDA and the CRM with new information for these cases.
11.Ensure clear communication between Departments and the customers to increase customer satisfaction.
12.Work with the marketing team on promotions and activations relating to customer service initiatives.

CRM Management:
1.Training of staff on Freshdesk CRM system as and when required.
2.Setting up and removing of users as and when required.
3.Management of agent licensing requirements for the system – to ensure that we always have enough licenses available for agents and that licenses are only issued to users who are entitled to work on Freshdesk.
4.Ensure that SLA’s, scenarios, process flows, and rules are compiled according to business rules and processes.
5.Apply basic changes to SLA’s, scenarios, rules, and process flows as and when required.
6.Management of all canned responses on the system.
7.Maintain relationship with Freshworks and Freshtech Africa for any major changes required to the system and to report any system errors for quick solutions.
a.To provide managers of departments with any data required for reporting when requested
b.To submit and discuss any reporting requirements and request from various departments with Head: Marketing, Communication and CX
c.To ensure that automated monthly agent and ticket management reports are set up to be distributed to the correct department heads
9.Manage development items with CRM internal ticket system and ensure that this is updated, and feedback provided on progress of items on weekly basis to Head: Marketing, communication and CX.
10.Mark all escalated surveys on the ticket and escalate these to the different heads of departments.

Quality Control:
1.To monitor the quality of customer service delivery as per the prescribed City Property standards by evaluating tickets reported by tenants from various platforms as per the CRM survey results.
2.Report any negative feedback and comments on the various platforms to the Manager of the relevant department as well as to the Head: Marketing, communications, and customer experience.
3.Prepare reports to communicate outcomes and of quality activities as and when required.

Participate in continuous improvement initiatives:
1.Maintain an environment where staff is committed to high standards of customer service and seek to enhance this.
2.Support the development of a customer services training program.
3.Encourage and support employees to engage in relevant training programs to provide the range and quality of the service needed.
4.Provide recommendations to improve processes.
5.Participate in special projects where required.
6.Keep current with promotions, products, and technology necessary to meet or exceed the customer’s expectations.
7.Training of all staff on various customer related applications, including but not limited to Freshdesk CRM and BookIt.

Ad Hoc duties:
1.Q-Reports and Testing:
•JvR to draw Q-reports from the Service Systems cloud monthly on the first day of each month for the previous month and save in the relevant folder on the I:drive.
•Ensure that testing of the Q-system is physically done monthly by responsible person and save the signed checklist in the relevant folder on the I:drive.
•Ensure that all problems with the Q-system is reported to IT or DigiSpace to attend to as soon as possible.
2.Unsent SMS’s on MDA:
•To delete all unsent SMS within the first week of every month
•Update query for reporting and save in relevant folder on I:drive.
•Delete all unsent SMS’s in MDA - always ensure that SMS’s are not scheduled for a future date before deleting it
3.Voicemail box data:
•Weekly, on a Monday, access the voicemail box data on the Avaya VoicemailPro client
•Paste screenshot in prepared email template to all departmental heads and send out. Update all dates and changes to recipients before sending mail.
•Inform IT of any updates they need to apply to the Voicemail box user information.
4.Call Recording Register:
•Monthly request a call recording register from IT department.
•Save register in relevant folder on the I:drive.
•Send email to all relevant departmental heads to update their department users to be recorded.
•Updated the register with feedback received and send to IT to update on the Avaya system.

Working conditions:
Mostly Office Based. Limited travelling will be required.
Qualifications & Experience:
1.Post school qualification in administration preferred.
2.Matric qualification required.
3.3-5 years’ experience in customer service required.

Skills & Knowledge Required:
1.MS Office Skills required
a.MS Word – Basic
b.MS Excel – Basic
c.MS Outlook – Basic
2.Good data entry and typing skills required.
3.Proficiency in English language required.
4.Intermediate knowledge of MDA preferred.
5.Advanced knowledge in Freshdesk preferred.
6.Knowledge of City Property business processes is preferred.
7.Knowledge of customer service principles and practices preferred.
8.Knowledge of call center telephony and technology preferred.
9.Knowledge of administration processes preferred.

Personal Attributes:
1.Problem solving – find solutions when emotions are involved.
2.Stress tolerance – coping with stressful situation.
3.Interpersonal relationships – building mutually satisfying relationships.
4.Empathy – understanding & appreciating how others feel.
5.Assertiveness – communicating feelings and beliefs; being non-offensive.
6.Persuasion – negotiating, selling, influencing, and attempting to persuade people or trying to change the point of view of others.
7.Multitasking – dealing with several activities at a time, enjoy being given new tasks before they have finished another.
8.Teamwork – cooperation with others, good-natured attitude and encouraging people.
9.Persistence – sticking with tasks, not giving up, dislike leaving things unfinished.
10.Rule following – adhere to rules and strictly follow work regulations.
11.Attention to detail – focus on details, strive for perfection and be well organized.
Job Closing Date 21/01/2022
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Last Updated: 30-6-2021 []
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