Position Objective:
The Customer Services Administrator provides important back office support, effective liaison, and assistance to the customer engaging team ensuring they can focus on meeting the customers' expectations. Important duties include report data capturing, documentation and administrative support, measuring customer satisfaction and disseminate feedback to the appropriate internal department or entities.
The holder of this position will, with limited supervision and with appropriate training on software tools and processes, be capable of coordinating day to day support activities with high levels of accuracy.
What will you do?
Provide general administrative support to the team including, filing, data entry, typing and assisting in the management of communications and paperwork, assisting with general reception and telephone duties
Assist the Line Manager and department to collaborate closely with external parties in relation to customer service matters
Support the monthly client invoicing, along with supporting documentation and queries
Maintain accurate records/documentation associated with your work and contribute towards the smooth running of the team
Adhere to all organisation policies and procedures
Interact and co-operate with all members of the organisation, its suppliers and clients/customers
Responsibly use resources and control expenses to meet agreed budgetary controls
Immediately report problems/failures that may impact on the organisation and/or its clients/customers to Line Manager
Assist Line Manager to make improvements and implement required changes
Timely revision of reports and other information to customers or global project managers as required.
Assist in maintaining FCS SA's Quality System in compliance with Fisher Clinical Services' approved procedures and policies, cGxP and regulatory requirements as applicable when leading the day to day activities.
Design important metric reports to supervise daily and monthly performance.
From time to time you may be encouraged to be part of special projects as are reasonably required of your job role
How will you get here?
Education
Grade 12 or equivalent
Certificate or Diploma in Business Administration, Customer Service will be beneficial
Minimum of 2+ years' experience in similar position with focus on Customer Service Administration
Knowledge, Skills, Abilities
Experience working in the pharmaceutical industry will be beneficial
A hands-on, hard-working and motivated individual who can work independently, with ability to multi-task, and lead/triage priorities
Background in client invoicing
Strong interpersonal skills and the ability to connect positively all levels of an organization, the customer and key suppliers
Customer-centricity and focused
Efficient in software packages (Microsoft office)