ROLE PURPOSE

The Trade Partner Support Administrator is responsible for providing day-to-day operational and administrative support to trade partners. The role ensures accurate processing of partner requests, queries, and transactions, while maintaining records, tracking cases, and ensuring adherence to service levels. The incumbent works closely with the Trade Partner Support Team Lead and Specialists to deliver excellent customer service, streamline support processes, and contribute to partner satisfaction.

ROLE REQUIREMENT

Partner Support Administration

• Process and track partner queries, requests, and transactions accurately.
• Maintain case records, documentation, and audit trails.
• Ensure all tasks are completed in line with agreed SLAs and service standards.
• Escalate unresolved or complex issues to the Team Lead or Specialists.

Customer Service & Communication

• Act as a first-line point of contact for trade partner support queries.
• Provide timely updates and feedback to partners on progress of requests.
• Handle partner communication in a professional and customer-centric manner.

Reporting & Monitoring

• Capture and update data in case management/CRM systems.
• Assist with preparation of reports on partner support activities.
• Monitor open requests and ensure timely closure.

Process & Continuous Improvement

• Identify process gaps and recommend improvements to enhance efficiency.
• Support implementation of new processes or tools within partner support.
• Contribute to knowledge base updates and team documentation.

Governance & Compliance

• Ensure adherence to policies, procedures, and compliance requirements.
• Maintain confidentiality and accuracy of partner and business data.

PROFESSIONAL COMPETENCIES

• Proficiency in MS Office (Excel, Word, Outlook).
• Experience with CRM or case management systems advantageous.
• Knowledge of ICT/telecoms/managed services operations beneficial.

QUALIFICATIONS & EXPERIENCE

• Matric.
• Diploma in Business Administration, Customer Service, or related field.
• 1–3 years’ experience in customer support, administration, or service operations.
• Experience in ICT/telecoms/managed services industry advantageous.