414 Service Expert jobs in South Africa

Customer Support Specialist To ensure the best possible experience for our customers by providing support through omni-channel platforms, offering a great digital client experience. Client Engagement Maximize client service operational performance by providing efficient first call resolution. Improve client service experience, create engaged clients, and facilitate organic growth. Manage tasks allocated through omni-channel platforms, directly dealing with clients as the first point of contact. Communicate with clients via telephone, mail, email, messaging apps, and social media. Handle complex and escalated client service issues. Leverage deep functional expertise to expand the client’s use of existing products and identify new product offerings. Maintain rapid communication channels for service-related issues and events. Represent the “Voice of the Customer”. Create a culture of Customer/Client Centricity. Adhere to standard operating procedures in all engagements. Ensure invoices are captured and attached for claims-related queries. Identify client needs and actively find solutions to enhance their experience. Educate clients on product offerings and usage methods to resolve queries on first contact. Follow up and follow through on all client queries. Escalate queries according to standard procedures and ensure timely resolution. Identify potential errors or obstacles impacting client experience and address them promptly. Demonstrate the Oneplan Values and Culture in all interactions. Leverage team success to drive initiatives and client experiences. Show leadership by accepting responsibility for daily deliverables and meeting turnaround times. Take ownership of every client interaction, managing queries end-to-end for a world-class experience. Support cross-functional efforts to resolve client-raised issues. Gather client feedback proactively to optimize experiences. Drive digital omni-channel strategy to improve the client’s digital experience. Escalate unresolved issues to relevant internal teams. Quality, Consistency and Compliance Deliver quality service with efficiency, speed, and friendliness within SLA. Respond promptly to client issues, adhering to escalation parameters. Maintain adherence to SOPs and demonstrate strong product knowledge. Comply with relevant legislation and regulations. Foster a culture of respect and understanding across the organization. Recognize outcomes from effective team collaboration. Promote cooperation and overcome barriers to information sharing. Engage with stakeholders to develop joint solutions. Self-Management Maintain personal quality and productivity standards. Apply internal procedures consistently. Plan and prioritize effectively, managing competing demands. Anticipate and manage change proactively. Balance achievement of objectives with organizational needs through flexibility. #J-18808-Ljbffr

Main purpose of the job

To ensure the best possible experience for our customers by providing support to clients through omni-channel platforms by offering a great digital client experience.

Client Engagement

• Maximizes on client service operational performance through providing efficient first call resolution to client service issues.
• Improve client service experience, create engaged clients, and facilitate organic growth
• Manages tasks allocated through omni-channel platforms, which deals directly with clients and is the first point of contact.
• Participate in the communication with clients via omni-channel including telephone, mail, email, messaging app, and social media.
• Handle complex and escalated client service issues
• Leverage deep functional expertise in order to expand the client’s use of existing products and to identify new products offerings
li>Build/maintain rapid channel of communication to client in case of service-related issues and events
• Represent the “Voice of the Customer”
Create a culture of Customer/Client Centricity
• Ensure adherence to standard operating procedures in all engagements.
• Ensure invoices have been captured and attached for any claims-related queries.
• Identify client needs and actively find solutions that will assist the client in having the best possible client experience.
• Educate clients on product offering and use methods that allow the business to resolve the queries as a first call resolution.
• Ensure follow up and follow through on all client queries
• Escalate queries, in line with standard operating procedures and ensure escalated queries have been addressed timeously.
• Identify any potential errors or obstacles that may arise which might impact client experience, and ensure this has been addressed and highlighted to Team Leader.
• Demonstrate the Oneplan Values and Culture in all engagements with both clients and internal stakeholders.
• Leverage team success to drive all initiatives and experiences with clients.
• Display leadership through your actions by accepting responsibility for daily deliverables and ensuring turnaround times are achieved.
• Maintain forward thinking and proactiveness by taking ownership of every interaction with the client and managing the clients queries from end-to-end to ensure a world class client service experience.
• Support cross functional work areas targeted to resolve issues raised by clients.
• Proactively gather client feedback to optimise client experience
• Drive digital omni-channel strategy, through improving the client’s digital experience.
li>Escalate unresolved issues to the appropriate internal teams

Quality, Consistency and Compliance

• Deliver quality service by providing efficient, quick, and friendly service to clients within agreed SLA.
• Respond to clients' issues timeously and swiftly, within escalation parameters to ensure consistency.
• Ensure adherence to standard operating procedures and demonstrate exceptional product knowledge in client engagements.
• Ensure adherence to all relevant legislation and regulations as set out by the Company, Regulatory Board and the Financial Services industry.

Work collaboratively

• Build a culture of respect and understanding across the organisation
• Recognise outcomes which resulted from effective collaboration between teams
• Build cooperation and overcome barriers to information sharing, communication and collaboration across the organization
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

Self-Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrate consistent application of internal procedures
• Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate abilities to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

Minimum Academic, Professional Qualifications & Experience required for this position

• Grade 12 with English and a second language
• Undergraduate/Postgraduate qualification in related field advantageous
• Minimum of 3 – 5 years customer service and industry specific experience

Functional Competencies

• Literacy – Have excellent reading, writing and interpersonal skills
li>Pc Literacy – In-depth knowledge of Word, excel, email and Internet  < i>Ability to respond according to TAT
• Client Relationship Management
• Maximise Service Performance
• Query Resolution
• Build & Develop Client Centric Capabilities
• Deliver on Client Expectations
• Knowledge Sharing
• Driving Excellence through Client Experience

Essential

• Evaluating Problems
• Investigate Issues
• Problem Solving
• Building Relationships
• Communicating Information
• Showing Resilience
• Adjusting to Change
• Giving Support
• Processing Details
• Structuring Tasks
• Driving Success
• Prioritise Client Experience

Behaviors

• Energy   
< i>Passion    < i>Respect for others
• Honest and Fair
• Positive Attitude
• Client Focus
• Tenacity     
< i>Achieves Results

**Additional Information**
**Job Number** 25138352
**Job Category** Food and Beverage & Culinary
**Location** Protea Hotel Mahikeng, 80 Nelson Mandela Drive, Mahikeng, South Africa, South Africa, 2745VIEW ON MAP ( Full Time
**Located Remotely?** N
**Position Type** Non-Management
**POSITION SUMMARY.**
Serve food courses and alcoholic beverages to guests. Set tables according to type of event and service standards. Answer questions on menu selections. Communicate with the kitchen regarding menu questions, the length of wait, re-cook orders, and product availability. Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen. Record transaction in MICROS system at time of order. Check in with guests to ensure satisfaction with each food course and/or beverages. Maintain cleanliness of work areas, china, glass, etc., throughout the day. Complete closing duties, including restocking items, turning off lights, etc. Present physical and accurate check to guest and process payment.
Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. Read and visually verify information in a variety of formats (e.g., small print). Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance and objects weighing in excess of 50 pounds with assistance. Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination. Move over sloping, uneven, or slippery surfaces as well as up and down stairs and/or service ramps. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Perform other reasonable job duties as requested by Supervisors.
**CRITICAL TASKS**
Safety and Security
+ Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
+ Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
+ Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
+ Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
+ Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
+ Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
+ Complete appropriate safety training and certifications to perform work tasks.
Policies and Procedures
+ Protect the privacy and security of guests and coworkers.
+ Follow company and department policies and procedures.
+ Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
+ Maintain confidentiality of proprietary materials and information.
+ Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
+ Perform other reasonable job duties as requested by Supervisors.
Guest Relations
+ Address guests' service needs in a professional, positive, and timely manner.
+ Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
+ Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Communication
+ Speak to guests and co-workers using clear, appropriate and professional language.
+ Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Working with Others
+ Support all co-workers and treat them with dignity and respect.
+ Develop and maintain positive and productive working relationships with other employees and departments.
+ Partner with and assist others to promote an environment of teamwork and achieve common goals.
Quality Assurance/Quality Improvement
+ Comply with quality assurance expectations and standards.
Physical Tasks
+ Read and visually verify information in a variety of formats (e.g., small print).
+ Stand, sit, or walk for an extended period of time or for an entire work shift.
+ Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance and objects weighing in excess of 50 pounds with assistance.
+ Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
+ Move over sloping, uneven, or slippery surfaces.
+ Move up and down stairs and/or service ramps.
+ Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
General Food and Beverage Services
+ Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.
+ Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen.
+ Set tables according to type of event and service standards, including types of linens, glassware, plate/chinaware, and silver/flatware, ensuring all supplies meet quality standards.
+ Follow appropriate procedures for serving alcohol (e.g., TIPs (Training for Intervention Procedures), CARE (Control Alcohol Risks Effectively)).
Assists Management
+ Communicate with guests, other employees, or departments to ensure guest needs are met.
Greeting and Seating
+ Thank every guest upon departure, invite them to return, and wish them a fond farewell.
Closing
+ Complete closing duties, including storing all reusable goods, breaking down goods, cleaning all equipment and areas, returning equipment to proper locations, locking refrigerators, restocking items, turning off lights, locking doors, and completing daily cleaning checklist.
Beverage/Coffee Cart
+ Inspect the cleanliness and presentation all china, glass, and silver prior to use.
Cash/Bank Handling
+ Record transaction in MICROS system at time of order.
Steps of Service
+ Present physical and accurate check and process payment, adhering to all cash handling and credit policies/procedures including added and received gratuity.
**CRITICAL COMPETENCIES**
Interpersonal Skills
+ Customer Service Orientation
+ Teamwork
+ Interpersonal Skills
+ Diversity Relation
Communications
+ Communication
+ Listening
+ English Language Proficiency
Personal Attributes
+ Dependability
+ Presentation
+ Positive Demeanor
+ Integrity
+ Safety Orientation
+ Stress Tolerance
+ Adaptability/Flexibility
Organization
+ Multi-Tasking
Education: High school diploma/G.E.D. equivalent
Related Work Experience: No related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: None
_At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._
Protea Hotels by Marriott® is the leading hospitality brand in Africa and one of the most widely recognized hospitality brands on the continent, with over 60 hotels across South Africa, Zambia, Nigeria, Namibia, Tanzania and Uganda. If you have a passion for delivering every guest a personalized service experience and desire to be part of the 'Coolest Hotel Brand in South Africa', join the Protea Hotels by Marriott® team today! In joining Protea Hotels, you join a portfolio of brands with Marriott International. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing globalteam, and **become** the best version of you.

Requirements

• Grade 12 / Matric or Equivalent qualification;
• IT Qualification;
• SQL Reporting Services (nice to have).

Applicants must be eligible to work in the Republic of South Africa.
Skills and Qualifications

• Minimum of 2-3 years Customer Software Support experience
• Effective communication skills (verbal and written);
• Must be literate in:
• Microsoft 365 Office Suite
• Jira Helpdesk or Similar Helpdesk tools
• Excellent telephone etiquette;
• Excellent technical skills;
• Excellent problem-solving abilities.

About MCI

MCI is a dynamic Business Information Systems Consulting firm and an equal opportunity employer. Our clients operate in a range of industries including banking, financial services, manufacturing, fast moving consumer goods and recruitment throughout Africa and the Middle East. Our service offering includes project management, software implementation, product development across various platforms, and including e-commerce solutions.

We strive to be the best at what we do, and to achieve this we need people on our team who have commitment, drive, and a positive attitude that helps deliver winning results.

Role

The ideal candidate for this role will be responsible for resolving customer queries by providing telephone and electronic query resolution services. You will need to provide an exceptional customer experience to ensure customer retention.

Activities will include:

Provide an exceptional customer experience

• Appropriately manage all customer queries via phone and email;
• Ensure a polite, friendly, efficient and professional service is provided at all times;
• Take responsibility for all calls by ensuring that advice is always given in the customer’s best interests;
li>Ensure all calls are resolved per SLA guidelines.

Resolve customer queries effectively and efficiently

• Attend to logged customer queries in line with query resolution principles established by the company;
• Contact customers in order to gain information, provide feedback and follow through on resolving and tracking their queries;
• Report issues and variances that affect customer queries to management and other departments, ensuring that unresolved queries are escalated appropriately;
• Improve the customer experience and service delivery by providing excellent verbal and written customer service;
• Escalate more complex issues to the relevant account manager or technical team;
• Adhere and meet all service level agreement targets.

• Grade 12 / Matric or Equivalent qualification;
• IT Qualification;
• SQL Reporting Services (nice to have).

Applicants must be eligible to work in the Republic of South Africa.

Skills and Qualifications

• Minimum of 2-3 years Customer Software Support experience
• Effective communication skills (verbal and written);
• Must be literate in:
• Microsoft 365 Office Suite
• Jira Helpdesk or Similar Helpdesk tools
• Excellent telephone etiquette;
• Excellent technical skills;
• Excellent problem-solving abilities.

MCI Consultants are people who are:

• Ambitious team players, but can work independently;
• Courageous and passionate;
• Able to take on challenges with a sense of urgency;
• Focused, with a strong desire for self-improvement;
• Dynamic and progressive in their thinking;
• Ethical and responsible;
• Professional, trustworthy and keen.

Our client is a dynamic Business Information Systems Consulting firm and an equal opportunity employer. They operate across a range of industries including banking, financial services, manufacturing, fast-moving consumer goods, and recruitment throughout Africa and the Middle East. Their service offering includes project management, software implementation, product development across various platforms, as well as e-commerce solutions.

They strive to be the best at what they do, and to achieve this, they seek individuals who bring commitment, drive, and a positive attitude that contribute to delivering winning results.

Role

The ideal candidate for this role will be responsible for resolving customer queries by providing telephone and electronic query resolution services. You will need to provide an exceptional customer experience to ensure customer retention.

Activities will include: Provide an exceptional customer experience Appropriately manage all customer queries via phone and email;Ensure a polite, friendly, efficient and professional service is provided always;Take responsibility for all calls by ensuring that advice is always given in the customer’s best interests;Ensure all calls are resolved per SLA guidelines. Resolve customer queries effectively and efficiently Attend to logged customer queries in line with query resolution principles established by the company;Contact customers in order to gain information, provide feedback and follow through on resolving and tracking their queries;Report issues and variances that affect customer queries to management and other departments, ensuring that unresolved queries are escalated appropriately;Improve the customer experience and service delivery by providing excellent verbal and written customer service;Escalate more complex issues to the relevant account manager or technical team;Adhere and meet all service level agreement targetGrade 12 IT Qualification;SQL Reporting Services (nice to have).Applicants must be eligible to work in the Republic of South Africa.Requirements

Skills and Qualifications

Minimum of 2-3 years Customer Software Support experienceEffective communication skills (verbal and written);Must be literate in:Microsoft 365 Office SuiteJira Helpdesk or Similar Helpdesk toolsExcellent telephone etiquette;Excellent technical skills;Excellent problem-solving abilities.

MCI Consultants are people who are:

Ambitious team players, but can work independently;Courageous and passionate;Able to take on challenges with a sense of urgency;Focused, with a strong desire for self-improvement;Dynamic and progressive in their thinking;Ethical and responsible;Professional, trustworthy and keen.

Reference: JHB002475-TR-1

We are recruiting for a Senior Helpdesk Support Engineer.

Duties & Responsibilities

Customer Service

• Receive calls from senior customer engineer/help desk.
• Verify/identify problems with help desk.
• Contact users to get clarity on problems and troubleshoot.
• Provide telephonic support to users if possible.

IT Support

• Train users on how to use IT equipment.

Hardware Maintenance and Repairs

• Undertake maintenance and repairs on damaged and repairable hardware.
• Report on uneconomical repairs.

Network and Telephone Support

• Provide daily operations support and maintenance for network and telephone infrastructure (1st line support).
• Proactively monitor network and telephone infrastructure to provide stable, dependable services, by working with specialists.

CSN Support

• Respond to remote/satellite customer call-outs (hardware, software, and network calls).
• Provide telephone infrastructure (1st line support).
• Travel to and from customer locations (usually by car), documenting work activity and maintaining administrative paperwork.

Asset Management

• Undertake audits of hardware and software assets.

Research and Development

• Keep abreast of trends in hardware and software developments.

Reporting

• Contribute to the preparation and submission of Regulation reports.
• Aid in the development of functional reporting systems, for management, project, or performance reporting.

Qualifications and Experience

• Bachelor’s Degree/Advanced Diploma in Information Technology related qualification.
• Relevant 4 years’ experience in a system support environment.

#J-18808-Ljbffr

Reference: JHB002475-TR-1 We are recruiting for a Senior Helpdesk Support Engineer. Duties & Responsibilities Customer Service Receive calls from senior customer engineer/help desk. Verify/identify problems with help desk. Contact users to get clarity on problems and troubleshoot. Provide telephonic support to users if possible. IT Support Train users on how to use IT equipment. Hardware Maintenance and Repairs Undertake maintenance and repairs on damaged and repairable hardware. Report on uneconomical repairs. Network and Telephone Support Provide daily operations support and maintenance for network and telephone infrastructure (1st line support). Proactively monitor network and telephone infrastructure to provide stable, dependable services, by working with specialists. CSN Support Respond to remote/satellite customer call-outs (hardware, software, and network calls). Provide telephone infrastructure (1st line support). Travel to and from customer locations (usually by car), documenting work activity and maintaining administrative paperwork. Asset Management Undertake audits of hardware and software assets. Research and Development Keep abreast of trends in hardware and software developments. Reporting Contribute to the preparation and submission of Regulation reports. Aid in the development of functional reporting systems, for management, project, or performance reporting. Qualifications and Experience Bachelor’s Degree/Advanced Diploma in Information Technology related qualification. Relevant 4 years’ experience in a system support environment. #J-18808-Ljbffr

Reference: JHB002475-TR-1 We are recruiting for a Senior Helpdesk Support Engineer. Duties & Responsibilities Customer Service Receive calls from senior customer engineer/help desk. Verify/identify problems with help desk. Contact users to get clarity on problems and troubleshoot. Provide telephonic support to users if possible. IT Support Train users on how to use IT equipment. Hardware Maintenance and Repairs Undertake maintenance and repairs on damaged and repairable hardware. Report on uneconomical repairs. Network and Telephone Support Provide daily operations support and maintenance for network and telephone infrastructure (1st line support). Proactively monitor network and telephone infrastructure to provide stable, dependable services, by working with specialists. CSN Support Respond to remote/satellite customer call-outs (hardware, software, and network calls). Provide telephone infrastructure (1st line support). Travel to and from customer locations (usually by car), documenting work activity and maintaining administrative paperwork. Asset Management Undertake audits of hardware and software assets. Research and Development Keep abreast of trends in hardware and software developments. Reporting Contribute to the preparation and submission of Regulation reports. Aid in the development of functional reporting systems, for management, project, or performance reporting. Qualifications and Experience Bachelor’s Degree/Advanced Diploma in Information Technology related qualification. Relevant 4 years’ experience in a system support environment. #J-18808-Ljbffr