Job Responsibilities:
- Customer Support: Act as the first point of contact for customer inquiries via phone and email, providing prompt and courteous support. Escalate technical issues to the relevant teams when necessary.
- Billing and Invoicing: Handle monthly billing processes, ensuring accurate and timely invoicing for our services. Work closely with the sales and finance teams to address any billing discrepancies.
- Vendor Management: Maintain up-to-date records and reports on vendor performance, ensuring compliance with service level agreements (SLAs). Coordinate with vendors for issue resolution and service improvements.
- Reporting: Prepare and present regular reports on customer service metrics, billing accuracy, and vendor performance to management.
- Process Improvement: Continuously identify opportunities to improve operational efficiency, customer satisfaction, and internal workflows.
- Database Management: Manage and update customer and vendor databases, ensuring accuracy and security of data.
- Compliance: Ensure all activities comply with legal and company policies, particularly in data protection and privacy.
Requirements:
- Nitec or Diploma in Business Administration, IT or related fields with at least 1 year of experience in an administrative role, preferably within an MSP or IT services environment.
- Strong customer service skills with a patient and friendly disposition.
- Excellent verbal and written communication skills.
- Exceptional organizational and time-management skills, with the ability to prioritize tasks effectively.
- High level of accuracy and attention to detail, especially in billing and data management.
- Ability to work collaboratively in a team environment.
