PRIMARY PURPOSE:

To support the Business Solutions Manager by coordinating service provider relationships, coordinating process and policy development, awareness and compliance, and championing customer service excellence across client and SMME interactions..  

KEY PERFORMANCE AREAS:

Customer Service:

• Establish Complaints Handling guide.
• Ensure awareness and implementation of complaints response process/guidelines.
• Log complaints received via email, phone, or social media.
• Develop a standardized process for handling various types of customers and SMME queries.
• Conduct routine checks of compliance to Query and Complaint Handling process.
• Create and maintain systems (e.g., surveys) to gather customer feedback at specified intervals.
• Analyse feedback data and identify trends or areas for improvement.
• Compile monthly reports summarizing customer complaints, queries, and resolution rates.
• Collaborate with internal teams to create processes that improve the customer journey.

Service Provider Management:

• Organise and update service provider profiles and related documentation on management platforms.
• Maintain an efficient digital and/or physical filing system for service provider records.
• Regularly audit service provider compliance documentation (e.g., tax clearance certificates, BBBEE compliance, insurance).
• Follow up with service providers to ensure all documents are current and valid.
• Act as the first point of contact for service provider-related complaints from internal teams and SMMEs.
• Log complaints, categorize them by type, and escalate to relevant teams if necessary.
• Receive, screen and file on RFX submissions and coordinate next steps.
• Edit and proofread service provider contracts for clarity and accuracy.
• Ensure all signed contracts are properly filed and easily accessible.

Processes and Policies:

• Prepare information of process and policy documents based on input from the Business Solutions Manager and other stakeholders following workshops.
• Conduct basic research to benchmark best practices for processes and policies.
• Circulate drafts to relevant Managers and teams for review and input.
• Collect and integrate feedback to improve accuracy and relevance.
• Organise sessions to inform staff about new or updated processes and policies.
• Track attendance and distribute materials from awareness sessions.