Key Responsibilities:

Effectively manage and drive the customer service KPI by extracting, reporting and resolving out of SLA complaints Analysis of customer complaints and give sound recommendation to stores and internal stakeholders on how to resolve and improve customer satisfaction Create clear and concise communication to store and field managers via the TFG internal plattforms such as Yoobic and In Touch Engage with all internal stakeholders when providing guidance on communication sent to stores Extract and distribute turnover results to management on a daily basis Extract and distribute time and attendance reports for field and escalating any out of line issues relating to the information Arranging travel and accommodation for management Compiling general process documents on an adhoc basis Maintain high levels of internal service and continually seek ways to improve service levels Building and maintaining relationships with Divisional field management

Qualifications and Experience:  

Marketing, Public Relations or related degree or diploma

Skills: 

Computer literacy and well versed in using Microsoft Office tools (Word and Excel) will be advantageous Excellent organizational skills and attention to detail to ensure accuracy in reporting and learner management. Excellent written communication and presentation skills Excellent analytical skills with sound judgement and problem-solving skills High resilience and agility with the ability to work well under pressure Able to work independently and have good interpersonal skill.

Behaviours:

Action Oriented - readily takes on new challenges and opportunities with a sense of urgency and eagerness  Collaborates - effectively works with others to achieve shared goals Communicates Effectively - conveys information and communicates ideas in a clear, concise and impactful manner Customer Focus - understands, anticipates, and meets the needs and expectations of customers Decision Quality - consistently makes timely, well-rounded and informed decisions Situational Adaptability - effectively adjusts their behaviour, approach, and decision-making based on the situation Values differences - recognises, respects, and appreciates the diverse values, beliefs, and perspectives of others

Preference will be given, but not limited to, candidates from designated groups in terms of the Employment Equity Act.

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