Customer Engagement Administrator (Based in Sishen

Customer Engagement Administrator (Based in Sishen)

• Full-time

Global Shared Services (GSS) is a critical asset for Anglo American and De Beers enabling the delivery of functional service work for Finance & People Services to all Business Unit and Group Functions.

The vision for Global Shared Services (GSS) is to be an exceptional Shared Services organisation, with inspired people, delivering flawless processes, enabled by great technology.

There are three key strategic pillars that GSS is currently aligned to and delivering towards, namely, customers, colleagues and communities.

Proactive and meaningful stakeholder engagement, which includes employees, communication and effective change management are key success factors in the GSS journey.

The 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’s needs and effectively address these in a professional manner. During customer interactions the incumbent must achieve customer satisfaction while managing customer expectations.

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 elevate errors for resolution, when necessary. The Customer Engagement Administrator will also execute the support activities for Employee Services processes mentioned below:

• Learning and Development
• Employee Data Management
• Payroll Execution

As some queries will be escalated from the ES Walk-In Centre / Contact Centre to resolvers in the Employee Data Management Teams, the incumbent must develop strong working relationships with these resolver groups to ensure effective management of workflow and the efficient resolution of queries.

Key Tasks

Service Delivery and Excellence:

• Portray a professional, customer orientated image of the GSS Employee Services organization.
• Cultivate 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
• Work as an integrated Employee Services team member with the Employment Data Management and Payroll Execution teams to ensure knowledge transfer
• Assist Customers in making more effective use of self-service stations and systems, products and services
• Educate and inform customers on the full range of services rendered by the Global Shared Services

Query Resolution and Case Management:

• Staff and operate the Walk In Centre / Contact Centre with regards to:
• Interface with customers and service providers by providing a first line problem resolution service for the GSS and the Customer
• Respond to and investigate Customer queries and problems reported
• Escalate tier 2 type queries to resolvers in the Employee Data Management and Payroll Execution teams for remedial actions. The incumbent must develop strong working relationships with these resolver groups to ensure effective management of workflow and the efficient resolution of queries
• Ensure correct logging of queries on the relevant systems
• Follow up and provide feedback, guidance and information to customers and stakeholders within the required SLA
• Assess common query trends and make recommendations of processes to be implemented to alleviate the creation of queries
• Where and when required, engage with the customer/s in order to resolve outbound queries referred to the WIC by the Contact Centre

Customer Service requests:

• Respond to Customer Service requests (prioritizing as appropriate) e.g. reprinting of payslips, printing relevant payroll documents including leave form requests, etc.
• Ensure accurate and methodical logging of customer requests on the relevant systems
• Printing, sealing and distribution of monthly remuneration statements/payslips
• Receive customer documents to be forwarded to the Employee Data Management team
• Verify 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
• Verify documents in terms of correctness in terms of the Customer HR policies, procedures and relevant conditions of employment
• Ensure that the correct ES forms are utilized
• Where applicable and appropriately delegated, accept third party documentation on behalf of the customer and forward to Employee Data Management team
• Batch documents as per system requirements
• Scan payroll documentation into relevant OCR scanning system (courier arrangement - this may be BU specific)
• Act as a distribution point for distribution of general GSS and HR information distribution e.g. IRP5’s, Retirement Fund statements, etc.

Employee Engagement and Termination

• HR approval and forwarding to the…