Overview
Client Services Representative Assistant Jobs in Johannesburg, Gauteng at Gemological Institute of America
Job Summary:
Manage client accounts; understand and contribute to overall workflow to complete services for assigned clients.
Key Responsibilities:
Monitor client accounts to ensure services are completed in a timely manner
Work directly with clients to handle queries, add/change services, arrange shipments, and provide report results, billing information and service information as necessary
Escalate client concerns to the appropriate person who can help resolve production, scheduling, shipping or invoicing problems
Perform other duties as assigned by the supervisor
Complexity:
Learn and follow defined procedures/guidelines to perform job (Searchlight); complete tasks through application of detailed procedural knowledge
Use judgement to select appropriate action from defined procedures/guidelines; seek help from experienced staff and/or management for troubleshooting non-routine issues
Understand that GIA reputation is impacted if clients receive inaccurate information/services
Knowledge, Skills & Abilities (KSAs):
Basic knowledge of MS Office (Excel, Word, PowerPoint)
Ability to learn and understand GIA proprietary systems (Spectrum, Searchlight, etc.)
Ability to learn and understand key GIA people and their roles in production functions
Ability to learn and understand functional department Standard Operating Procedures
Familiarity with Lab production workflows
Basic understanding of GIA policies and procedures
Basic problem-solving skills: Understand when there is a problem and escalate as required; follow procedures to solve routine and often repetitive issues
Communication skills: Sound communication skills to answer clients clearly; ability to understand and communicate information effectively in writing, by phone, or in person and ask for clarification when unclear
Client-service skills: Ability to help retain clients by handling client queries and complaints in a helpful and professional manner
Interpersonal skills: Ability to create positive interactions with clients; client orientation and ability to adapt/respond to different types of situations and characters
Patience: Should be patient and polite and have good amount of stress tolerance, especially when interacting with difficult or irate clients
Ability to multi-task, prioritize, and manage time effectively
Actively communicate with others in a timely & professional manner; maintain good working relationship with others and peers
Supervision / Autonomy / Authority:
Work under general supervision with instructions on day-to-day tasks
Education / Training / Experience Requirements:
Typically require High School Diploma; 1+ years of related experience, or six months of work experience within GIA with good standing within their current position preferred.
An Equal Opportunity Employer
All employment decisions are made without regard to unlawful considerations of race, sex, religion, national origin, age, disability, or any other legally protected status. Reasonable accommodations are available upon request.
Disclaimer: This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this job description changes the at-will employment relationship existing between the Company and its employees.
Title: Client Services Representative Assistant
Company: Gemological Institute of America
Location: Johannesburg, Gauteng
Category:
