Sales and Client Care Administrator

Be rewarded with this great opportunity. The Sales and Client Care Administrator will provide comprehensive administrative support to potential and existing Switch Telecom clients. The role requires exceptional organisational skills, client care experience, and experience with ticketing and CRM systems. The ideal candidate will have strong attention to detail and the ability to handle multiple tasks efficiently.

Key Performance Areas

• Maintain a healthy relationship with existing customers and build trust with potential customers.
• Support requests associated with all Switch Telecom services and products via the ticketing system and telephonically.
• Provide support for clients and resellers telephonically and via the ticketing system.
• Assist with receiving and dispatching of work requests to staff, vendors or other service providers.
• Assist in resolving all account-related queries.
• Provide support for meetings and conference room reservations, as needed and directed.
• Assist with the coordination and scheduling of orders and amendments for existing clients.
• Act as an interface with clients, resellers, wholesalers and between departments if and when required.
• Act collaboratively to solve problems and resolve spontaneous and unique situations.
• Ensure delivery of committed services and overall customer satisfaction.
• Demonstrate leadership, responsiveness and creativity in finding solutions.
• Review invoices, receipts and work orders/tickets.
• Ensure appropriate follow-up with customers.
• Seek to continuously improve processes, systems and overall client satisfaction.
• Provide direction/information to resellers and wholesalers.
• Inventory and stocking of hardware.
• Coordinate Vendor Services (Porting and Managed Ports).
• Amend data on the online system and data capture of client application forms.
• Compile quotes: understand a client’s need/s and match it to the relevant solution.
• Maintain an efficient work environment.
• Screen telephone calls, and handle requests, and enquiries telephonically.
• Assist in client retention.
• Identify new and efficient ways to manage ticketing queues and workflows.
• Provide sales and administrative support to internal and external agents.
• Communicate with agents for the status of orders and outstanding documentation.
• Provide support for meetings and conference room reservations, as needed and directed.
• Assist with the coordination and scheduling of orders and amendments, upgrades and cutovers for existing clients.
• Assisting in first-line support as and when required

Qualifications:

• Experience working with Ticketing and CRM systems.
• Excellent attention to detail and accuracy in financial record-keeping.
• Strong organisational and time management skills.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Ability to work independently and as part of a team.
• Effective communication and interpersonal skills.
• High level of integrity and confidentiality.
• Analytical and problem-solving skills.
• Ability to handle multiple tasks and meet deadlines.
• Proactive and self-motivated.
• Experience in the ISP or Telecommunications industry preferred.