162 Functional application support Jobs and Work in Midrand, Gp

Purpose of the role: The Contact Centre Agent is responsible for handling all first line customer and stakeholder enquiries that pertain to Finance Services within GSS. The FS Agent will address queries for the following range of FS ServicesMost inquiries will be escalated from the FS Contact Centre to resolvers in the Process Teams. This will require liaising with and working with FS process Teams to resolve queries and cases.

Key responsibilities and tasks:

Safety, Health & Environment

Manages and monitors divisional adherence to SHE programme goals and objectives.

Performance & Delivery

Provides an effective Customer Support function by:
Interfacing with customers and service providers, including suppliers where applicable.
Responding to requests (prioritizing as appropriate), investigating problems and developing remedial plans to resolve problems within acceptable time parameters, further escalating problems as appropriate to enhance timeous resolution.
Providing a first line problem resolution service for the GSS and the business.
Following up and providing feedback, guidance and information to clients and service providers.
Dealing with customers in a professional manner and owning a queries until it is resolved
Correctly logging queries on the SAP CRM system and ensure follow up actions are taken
Assists users in making more effective use of self -service stations and systems, products and services, investigating complex problem situations and helping users to sort out any problems.
Ensures quality standards for all activities within the designated area of responsibility.
Escalate case files to GSS Tier 2 resolvers for resolution where applicable
Work with the process teams to ensure knowledge transfer occurs so that they may be able to answer similar queries in the future

Promote Best Practice & Knowledge Management

Improves systems and processes by extracting information and compiling new reports and or existing standard reports on best practice systems and processes to identify and meet organizational needs,
Actively pursues the exchange and preservation of information between operations and individuals to facilitate effective knowledge management according to organizational objectives,

Service Management

Responsible for standardization of delivery to the business by supporting the Service Management Framework.

Sustainability & Social

Build relationships across the organizations pipeline by sharing business information and knowledge.

People & Teams

Manages stakeholders by coordinating service level agreements,
Establishes and maintains Business Partner Relationships with the appropriate parties to facilitate the optimal functioning of the Functional Area.

Minimum Required Qualifications and Experience

Qualifications:

National Higher Diploma or relevant degree

Technical Knowledge

1 – 2 years’ experience in a Help Desk environment.
Customer intimacy and knowledge
SAP CRM Knowledge
Full understanding of processing invoices.
Accounting Knowledge/exposure

Technical Skills:

Contact Centre Proficiency
Business and Process Knowledge
Contact Centre Operational Skills
Operational, tactical, strategic customer expectation management
Customer Interaction
Ability to manage and participate in service management processes
Ability to research and resolve complex service issues in accordance with GSS standards.
Data Control
Technical and Operational skills
Microsoft Office Applications
SAP CRM Knowledge
Communication Skills
Resourcefulness and Flexibility
Team work
Planning, Co-coordinating and Prioritizing
Problem Analysis and Decision Making
Initiative
Continuous Improvement
Relationship Management
Awareness of the following ES Areas:

Resourcing

Learning and Development

Payroll

Employee and Organization Data Management (SAP Data Maintenance)

Social process skills:

Establishes and maintains Business Partner Relationships with the appropriate parties to facilitate the optimal functioning of the Functional Area.
Effective communication Skills
Empowering
Problem Solving

Applications:

Consistently displays:

Resilience and Drive
Innovation and Resourcefulness
Integrity

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functional application support jobs in midrand, gp

Contact Centre Administrator

Application Support Systems

Office Assistant

(1810) Tester - BSTD

Service Expert - Inbound

Junior Power Platform Developer ? AI & Copilot Studio

QA Tester

Developer

Operations Manager (Open to internal and external applicants)

(1807) Data Steward - GSMD

Call Centre Technology Support Engineer

Employee Relations Officer - Midrand

Sub Saharan Africa Payments Corporate Sector - Senior Sales - Executive Director

QA Specialist

Consulting – HR Transformation – Instructional Designer & Content Developer (Consultant level)

Sustainability Specialist (Loan Book)

CHIEF OF STAFF / EXECUTIVE ASSISTANT

Graduate to Executive Leadership Team

Consultant, Global Advisory Services

Technical Sales Support Consultant - Industrial Automation

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