The Administrative Assistant is a proactive, detail-oriented, and efficient individual responsible for monitoring client cases and ensuring smooth communication between the Admin team, clients, and service providers. The role is key in maintaining high client satisfaction and operational efficiency.
Key responsibilities include monitoring job requests, ensuring service providers adhere to schedules, tracking job progress, addressing issues, and ensuring jobs are completed to satisfaction. The Administrative Assistant will also be on standby every alternate Saturday to assist with client queries and provide support to service providers. Additionally, the role involves handling client and service provider queries via email, phone, or chat, and supporting service providers with registration and training.
This is an excellent opportunity for someone with strong organizational skills and a commitment to delivering exceptional client service.
Qualifications
- Minimum: Grade 12 or equivalent NQF level 4
- Preferred: Administrative certificate or a related qualification
- Proven experience in an administrative role, particularly within client services, installation support, or similar environments
- Previous experience with CRM tools will be advantageous
- Proficient in Microsoft Office Suite (Word, Excel, Outlook) and other relevant administrative tools.
- Excellent written and verbal communication skills in English.
- Strong organizational and time-management skills with the ability to handle multiple tasks simultaneously.
- Ability to proactively address and resolve issues to ensure timely job completion and customer satisfaction.
- Customer-focused with the ability to identify client needs and provide appropriate solutions.
- Detail-oriented with the ability to monitor progress, track job requests, and ensure adherence to schedules.
- Strong interpersonal skills with the ability to build relationships with service providers and clients.
- Ability to adapt to a fast-paced environment and manage changing priorities effectively.
Operational:
Scheduling and Timeliness
- Assist in scheduling installations and follow-ups, ensuring adherence to timelines and minimizing delays.
- Communicate any potential delays or rescheduling to clients or customers promptly and professionally.
- Monitor and ensure that service providers adhere to scheduled times.
- Proactively follow up with service providers in case of expected delays and ensure the customer is kept informed.
- Monitor completed jobs for customer feedback and promptly address any complaints or comments as soon as they are received.
- Assist in resolving issues related to incomplete installations or incorrect assembly.
- Gather and integrate client feedback to continuously improve service standards.
- Maintain detailed and accurate records of all client interactions, orders, and installations on the Whizzoh system.
- Assist in accurately tracking issues reported by Whizzohs clients or their customers and monitor progress towards resolution according to dedicated schedules.
- Maintain regular and proactive communication with clients regarding the status of their orders and installations.
- Respond promptly to client inquiries and issues, providing updates and resolving concerns efficiently.
- Ensure service providers schedule and confirm appointments with customers, ensuring clear communication of all necessary details.
- Examining Information: Analyses and processes information very effectively when solving problems. Very curious and good at asking probing questions.
- Documenting Facts: Communicates well in writing, readily understand the logic behind an argument and will ensure that all the relevant facts are taken into consideration.
- Interpreting Data: Very effective in applying technology and working with numerical data when evaluating problems. Relies heavily on facts and hard, objective data when evaluating problems.
- Checking Things: Very thorough and even perfectionistic, ensures that things are done properly, delivering high quality work with great attention to detail.
- Upholding Standards: Uphold the highest standards and honour agreed commitments. It is discreet and maintains confidentiality.
- Providing Insights: Very quick at getting to the core of a problem. Will improve things and find ways to improve. Likely to trust own intuition.
- Establishing Rapport: Very quickly establish rapport with people. Like making new friends and find making friends easy. Attach importance to and are effective in making a good first impression.
- Articulating Information: Presentation oriented, good at explaining things and confident when meeting new people.
- Producing Output: Works at a fast pace, works well when busy and copes well with multi-tasking.
- Meeting Timescales: Conscientious about meeting deadlines, highly punctual and high unlikely to leave things unfinished.
Job Type: Full Time
Job Location: Johannesburg
