PURPOSE<\/p>\n
\tThe Customer Engagement Administrator is responsible for executing Contact Centre and Walk-In Centre activities in a manner that ensures excellent customer service delivery. The incumbent will accurately assess the customer\u2019s needs and effectively address these in a professional manner. During customer interactions the incumbent must achieve customer satisfaction while managing customer expectations.<\/p>\n
The incumbent is responsible for the resolution of first line HR and employee queries. Verification of information on systems and submission of payroll input documentation. Check validity of recorded submissions and escalate errors for resolution, when necessary. The Customer Engagement Administrator will also execute the support activities for the below:<\/p>\n
\tLearning and Development
\n\tEmployee Data Management
\n\tPayroll Execution<\/p>\n
KEY TASKS<\/p>\n
Service Delivery and Excellence:<\/p>\n
\tPortray a professional, customer orientated image of the organisation.
\n\tCultivate trust within all customer relationships by means of effective customer communication and interact effectively while displaying empathy and courtesy. Continuously provide customer service in accordance with good corporate governance, rules and regulations
\n\tWork as an integrated team member to ensure knowledge transfer
\n\tAssist Customers in making more effective use of self-service stations and systems, products and services<\/p>\n
Query Resolution and Case Management:<\/p>\n
\tAssist staff with regards to:
\n\tCurrent employee queries
\n\tPotential future employee queries
\n\tEx-employee queries
\n\tManagement queries
\n\tHR queries
\n\tInterface with customers and service providers by providing a first line problem resolution service
\n\tRespond to and investigate Customer queries and problems reported
\n\tEscalate tier 2 type queries to resolvers in the Execution teams for remedial actions.
\n\tEnsure correct logging of queries on the relevant systems
\n\tFollow up and provide feedback, guidance and information to customers and stakeholders within the required SLA
\n\tDeal with customers in a professional manner and owning queries until resolution thereof
\n\tAssess common query trends and make recommendations of processes to be implemented to alleviate the creation of queries
\n\tMaintain 95% first time resolution rate<\/p>\n
Customer Service Requests:<\/p>\n
\tRespond to Customer Service requests (prioritising as appropriate) e.g. reprinting of payslips, printing relevant payroll documents including leave form requests, etc.
\n\tEnsure accurate and methodical logging of customer requests on the relevant systems
\n\tPrinting, sealing and distribution of monthly remuneration statements\/payslips<\/p>\n
Document Handling:<\/p>\n
\tReceive customer documents to be forwarded to the relevant teams
\n\tVerify documents in terms of appropriate levels of customer approval. This includes checking validity of information captured on the payroll forms, ensuring all relevant fields are completed and rejecting documents that do not comply
\n\tVerify documents in terms of correctness in terms of the Customer HR policies, procedures and relevant conditions of employment
\n\tEnsure that the correct forms are utilised
\n\tWhere applicable and appropriately delegated, accept third party documentation on behalf of the customer and forward to relevant teams
\n\tBatch documents as per system requirements
\n\tScan payroll documentation into relevant scanning system
\n\tAct as a distribution point for distribution of general information e.g. IRP5\u2019s, Retirement Fund statements, etc.<\/p>\n
Employee Engagement and Termination:<\/p>\n
\tArrange logistics for medical examination required
\n\tContact successful applicant and confirm when he\/she must report for service
\n\tArrange logistics for employee\u2019s first day in service and notify necessary parties of start date
\n\tArrange company asset allocation for new employee based on the list received from Line Manager
\n\tPhysically engage employee by means of assisting employee to complete Sign on pack \/ employment
\n\tContract and relevant operational and statutory forms and as per information from the signed offer letter and applicable or relevant company policies
\n\tProviding an Induction training session on the Customer\u2019s conditions of employment (mainly for assisted employees). Where required employees can be assisted individually
\n\tForward employee contract to the embedded HR for relevant Manager sign-off and employee filing
\n\tSubmit engagement documentation for processing
\n\tForward termination pack to Embedded HR
\n\tWhen received back, check document for relevant completion and forward for processing
\n\tWhere and when required, advise employee and Embedded HR on termination requirements and processes<\/p>\n
Probation:<\/p>\n
\tPrepare permanent appointment letter for employees that received permanent appointment and sent to Embedded HR<\/p>\n
REQUIREMENTS<\/p>\n
Qualifications:<\/p>\n
\tMatric \/ Grade 12.
\n\tPayroll or HR qualification (Recognition of Prior Learning will be acknowledged).<\/p>\n
Technical Knowledge:<\/p>\n
\tKnowledge of SAP systems (SAP 409, SAP Fusion)
\n\tKnowledge of a relevant query management system
\n\t2 \u2013 4 years\u2019 experience of working in a HR or Payroll field<\/p>\n
Technical Skills: <\/p>\n
\tStrong aptitude for Microsoft Office and a variety of system related functions, including Query Management and Document Management systems
\n\tStrong work ethic and ability to work effectively in a fast-paced environment.
\n\tStrong interpersonal skills
\n\tStrong analytical & problem-solving abilities
\n\tBasic planning & prioritising competency
\n\tStrong investigative proficiency
\n\tLegislation pertaining to the payroll environment, i.e. SARS, POPI, BCEA, etc.<\/p>\n
Apply via company website ( https:\/\/www2.deloitte.com\/za\/en.html ) or<\/p>\n
www.linkedin.com<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/www.linkedin.com","_company_name":"Deloitte","_company_website":"https:\/\/www2.deloitte.com\/za\/en.html","_company_tagline":"Deloitte is one of the country's leading professional services firms in Southern Africa, and is dedicated to assisting companies succeed in the business environment- whether it be through our tax, audit, consulting or financial advisory services. At Deloitte, we understand that solutions are not jus... read moret a static one dimensional report, but rather, an integrated and innovative answer that helps our clients to better understand key complex industry issues. Not only do our solutions assist our clients in making strategic business decisions, but our unique approach also allows companies to succeed in a competitive business environment by staying ahead of industry trends. Through the collective expertise of nearly 3600 people in 8 cities in South Africa and in 16 cities in Southern Africa, and as a member firm of the global organisation Deloitte Touche Tohmats, we have access to deep insightful and intellectual capital of more than 150 000 people worldwide. Deloitte- A Culture of Excellence A key contributor to Deloitte and our culture is the development of human capital. At Deloitte we believe in investing in our culture, in our clients and in our people. The very essence of Deloitte is to offer services of excellence, to both clients and staff, and we believe that it is this culture of excellence that will help us succeed. Deloitte Place,The Woodlands 20 Woodlands Drive Woodmead Sandton Johannesburg,, Gauteng South Africa, 2052","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[19],"job-types":[12],"class_list":{"0":"post-34206","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-limpopo","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/34206","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=34206"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=34206"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=34206"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}