Business Administration Support

eClerx is looking for a Business Administration Support who is to provide effective and efficient business operations support, aligning with business growth and customer retention focus.

DUTIES & RESPONSIBILITIES:

Customer Service Quality:

• Answer enquiries when required by clarifying desired information; researching, locating, and providing information; completing transactions, and forwarding requests.
• Resolve problems aligned to complaint resolution and customer in jeopardy procedures by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; and escalating unresolved problems.
• Ensure delivery of excellent customer service through fast and accurate processing of orders,
• communication, and coordinating with other departments to resolve enquiries.
• First point of customer contact for general enquiries via live and non-live contact.
• Use questioning and listening skills that support effective telephone communication.
• Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, and interruptions.
• Apply the elements of building positive rapport with different types of customers over the telephone.
• Apply the proper telephone etiquette to satisfy various customer situations and effectively use
• appropriate actions to control a telephone call.
• Manage a high volume of telephone calls and respond to all, maintaining high quality of services and performance standards.
• Build and maintain business relationships with customers by providing prompt and accurate service so as to promote customer loyalty.
• Perform troubleshooting on all customer service issues and schedule all field service calls as required.
• Maintain and document into customer database and systems and CRM applications by entering information relating to all customer interactions.
• Administer and prioritize all customer tasks and ensure achievement of all deadlines within required timeframes

Business Administration Support:

• Insert customer, employee, and account into data systems by inputting text-based and numerical
• information from source documents within required time limits.
• Compile and sort information according to priorities.
• Review data for deficiencies or errors, correct any incompatibilities if possible, and check output.
• Apply system program techniques and procedures.
• Ensure employee data is accurate and maintained.
• Responsible for keeping inventory of internal and external office supplies and placing orders for replenishment is needed.
• Adhere to business workflow procedures.
• Maintains accurate goods receiving outcomes and aligns with business accounts protocols and procedures.
• Generate reports when required and validate input.
• Store completed work in designated locations.
• Keep information confidential.
• Establish priorities by maintaining an understanding of what data impacts customers.
• Perform data gathering and research activities and provide reports or summaries of information collected.
• Verify data by reviewing, correcting, changing or deleting entered information.
• Update and maintain all related areas in systems software as required.
• Investigate discrepancies/queries as they arise and liaise with the relevant internal or external
• customers to obtain the relevant information to resolve the matter.
• Read and route incoming mail and process outgoing mail from a variety of channels.
• Coordinate and organize department activities and functions like meetings; schedule, obtain use of rooms, and set up the rooms and equipment to be used.
• Provide additional administrative support for the sales and operations team as requested by your line manager.
• Perform other departmental projects as needed.
• Assist in resolving any administrative problems.
• Provide on-the-job coaching and support where required.
• Other duties as allocated by the line manager.

Teamwork and Communication:

• Communicate with your line manager every day to report on your target progress.
• Attend and participate in customer service, sales and operations meetings.
• Contribute towards a positive team environment within the business.
• Communicate effectively with the business staff on any customer related issues that require attention.
• Monitor market trends and competitor activity and relay this information efficiently into the business via the appropriate method.
• Business and Product Acumen
• Identify and evaluate new business opportunities through the identification and attraction of new customers to extend and develop the company's profit base.
• Maintain and improve product knowledge, competitive products and general market information that could be of interest or value to customers.
• Monitor competitor and market activity, reporting significant developments to management and monitor market trends through personal contact with customers
• Ensure business negotiations are undertaken to protect the company's interests.

Administration and Compliance:

• Complete, accurate, and comprehensive document processing.
• Report on a daily basison activity and results.

Requirements:

• 1 year of proven experience in a relevant administrative role
• Competence in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
• Basic knowledge of OH&S / Work Site Safety practices.
• Strong customer service skills.
• High School Certificate (HSC) or equivalent qualification.
• Tertiary qualification in Business, Administration, or a related discipline.
• Previous working experience in the service industry.

If interested, you can send your email to [Confidential Information]