PURPOSE OF THE JOB

• Maintaining empathetic and professional front with the customers.
• Responsibilities
• To implement the unit operations plan by understanding the plan and activities including all projects and key performance measures, communicating to the relevant stakeholders and monitoring implementation daily
• To report on performance by tracking unit performance against targets, identifying progress and areas of concern, drafting reports and submitting quarterly and as required
• To manage unit performance by tracking performance against targets, identifying anomalies and implementing corrective action monthly and as required
• Policy and procedure (including process and systems) compliance     
• To comply with policies by maintaining up-to-date knowledge and understanding of policies, participating in training sessions and sourcing answers to any queries daily and as required
• To comply with processes by maintaining up-to-date knowledge and understanding of processes, implementing the correct process and addressing any areas of concern daily
• To propose improvements to processes by identifying an area for improvement, presenting to line manager and providing additional information as relevant
• Technical delivery          
• To solve customer complaints by answering support calls, emails, and tickets, acknowledging the customer, providing instant troubleshooting and solving the complaint in a timely and empathetic manner, daily
• To support customer experience by assisting customers to complete online payments, process different documents like applications, forms, and other custom requests, customizing the individual customer journey and providing professional customer service experience at all times
• To offer efficient customer service by maintaining continuous collaboration and communication with colleagues from various departments to, providing feedback on customer service efficiency process and contributing to continuous improvement as required
• To contribute to a more informed and efficient customer service experience by documenting client interactions, complaints and transactions, maintaining records of customer communication, and filing according to system and process, daily
• Budget monitoring and compliance
• To implement expenditure within budget by understanding the components of the budget and approving expenditure in line with budget and policy monthly
• To monitor expenditure against budget by receiving the financial report, reviewing expenditure totals against budget, addressing any areas of concern or anomalies and implementing corrective action monthly 
• Risk and SHE compliance         
• To implement SHE practices by understanding required actions, implementing and reviewing within deadline or as per process.
• To comply with SHE standards, processes and practices by maintaining knowledge and expertise in SHE and complying with requirements at all times
• Stakeholder engagement (including internal, external, client and service provider)     
• To maintain stakeholder relationships by liaising with key internal and external stakeholders, providing input and feedback actions, receiving feedback and contributions and collaborating as required
• To maintain relationships with service providers by understanding and tracking service levels required and monitoring delivery against standards, identifying areas of concern and implementing corrective action monthly and as required
• To contribute to the team by participating in events, identifying areas of support required within the team and providing the required support, engaging with the team and being an active member of the team daily
• To implement self-development activities by identifying areas of development, sourcing options for capacity development activities, sourcing approval and completing the activities successful as relevant
• To be a contributing member of the organization as a whole by participating in company events, supporting company driven activities and living the Enaex values daily

Requirements
QUALIFICATIONS AND EXPERIENCE REQUIREMENTS

• Required qualifications: Matric / Grade 12 or equivalent
• Preferred qualifications: Tertiary qualification / degree / diploma in customer service, or similar
• Required technical or professional experience:2 years’ within a customer service environment
• Preferred technical or professional experience :2 years’ customer service experience within a mining environment