ROLE PURPOSE<\/p>\n
\tThe Trade Partner Support Administrator is responsible for providing day-to-day operational and administrative support to trade partners. The role ensures accurate processing of partner requests, queries, and transactions, while maintaining records, tracking cases, and ensuring adherence to service levels.
\n\tThe incumbent works closely with the Trade Partner Support Team Lead and Specialists to deliver excellent customer service, streamline support processes, and contribute to partner satisfaction.<\/p>\n
ROLE REQUIREMENT<\/p>\n
Partner Support Administration<\/p>\n
\tProcess and track partner queries, requests, and transactions accurately.
\n\tMaintain case records, documentation, and audit trails.
\n\tEnsure all tasks are completed in line with agreed SLAs and service standards.
\n\tEscalate unresolved or complex issues to the Team Lead or Specialists.<\/p>\n
Customer Service & Communication<\/p>\n
\tAct as a first-line point of contact for trade partner support queries.
\n\tProvide timely updates and feedback to partners on progress of requests.
\n\tHandle partner communication in a professional and customer-centric manner.<\/p>\n
Reporting & Monitoring<\/p>\n
\tCapture and update data in case management\/CRM systems.
\n\tAssist with preparation of reports on partner support activities.
\n\tMonitor open requests and ensure timely closure.<\/p>\n
Process & Continuous Improvement<\/p>\n
\tIdentify process gaps and recommend improvements to enhance efficiency.
\n\tSupport implementation of new processes or tools within partner support.
\n\tContribute to knowledge base updates and team documentation.<\/p>\n
Governance & Compliance<\/p>\n
\tEnsure adherence to policies, procedures, and compliance requirements.
\n\tMaintain confidentiality and accuracy of partner and business data.<\/p>\n
PROFESSIONAL COMPETENCIES<\/p>\n
\tProficiency in MS Office (Excel, Word, Outlook).
\n\tExperience with CRM or case management systems advantageous.
\n\tKnowledge of ICT\/telecoms\/managed services operations beneficial.<\/p>\n
QUALIFICATIONS & EXPERIENCE<\/p>\n
\tMatric.
\n\tDiploma in Business Administration, Customer Service, or related field.
\n\t1\u20133 years\u2019 experience in customer support, administration, or service operations.
\n\tExperience in ICT\/telecoms\/managed services industry advantageous.<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
nexio.simplify.hr<\/p>\n
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