Customer Service Specialist

Job Description

Position Purpose

To provide key customer contact and communication functions to achieve agreed service levels, contributing to account growth and profitability.

Key Responsibilities

Provide quality customer service by adhering to Data#3 Asset Management Service’s (AMS) delivery methodology.

Focus on an existing Asset Management contract and deliver :

First-line inbound / outbound telephonic and email service

Timely responses to all internal and external customer queries

Coordination of end-to-end asset deployments

Scheduling and coordinating asset collections with customers and external partners

Stock coordination

HAM CMDB management and lease contracts

Ecommerce portal coordination and testing

Timely generation and submission of reports to customers and internal teams

Develop and maintain close working relationships with all stakeholders (internal and external) to ensure long-term, strategic customer relationships that exceed expectations.

Comply with documented security policies, standards, and regulations, including information systems, personnel, physical, and technical security requirements.

Promote and participate in the Data#3 culture that drives both staff and customer satisfaction.

Provide customers with tailored Data#3 value solutions within delivery capabilities.

Contribute to the development of new principles and innovative solutions to improve Data#3’s ability to deliver Asset Management Services.

Work effectively within a team environment as well as autonomously.

Commit to self-improvement and continuous expansion of industry knowledge.

Stay informed about business improvements and process changes through participation in information-sharing meetings.

Contribute to AMS targets for Managed Services.

Achieve personal and team objectives through active participation in AMS initiatives for both existing and prospective customers.

Perform additional duties as requested by your manager in alignment with Business Unit objectives.

Additional Responsibilities

Uphold and adhere to Data#3’s core values, guidelines, policies, and procedures.

Represent Data#3 professionally, delivering excellent customer service to internal and external customers.

Perform duties safely, ensuring no risk to your own health and safety or that of others.

Be flexible and willing to take on additional roles, capacities, or varied duties as required, provided you have the skills and capability to perform them.

Accept that Data#3 may adjust your position, title, location, and responsibilities based on changing business needs and priorities.

Be prepared to :

Work off-site at customer, vendor / partner, and supplier locations, which may require holding a valid National Police Certificate.

Access highly sensitive internal and third-party systems containing confidential corporate and personal information.

Perform duties requiring a high level of honesty, integrity, and trustworthiness.

Completion of a satisfactory National Police Certificate is an inherent requirement of this position.

Requirements

Key Experience, Skills & Abilities

Experience :

Minimum of 2 years’ experience in a service desk or related customer service role within an outsourced environment.

Demonstrated knowledge of PC hardware and components from a procurement perspective.

Skills :

Excellent oral and written communication skills for clear, accurate stakeholder communication.

Ability to take ownership of tasks and work independently.

Capability to work within a formalized service framework.

Initiative in performing responsibilities and knowing when to escalate issues to management.

Strong analytical and problem-solving skills.

Abilities :

Customer service-oriented mindset.

Highly organized with strong attention to detail.

Proven ability to work within deadlines with minimal supervision.

Flexible approach to working within regular office hours.

Capacity to handle high volumes of customer interactions in a dynamic environment.

Key Qualifications, Certifications & Training

Qualifications :

Tertiary education – Desirable

Certifications :

Relevant industry certifications – Highly Desirable

Benefits

Benefits

Great Place to Work-Certified company

Premium HMO

Holistic employee experience

Work-from-home and hybrid work setup

Rewards and incentives

Monthly engagement activities

Career advancement opportunities

Paid referral program

Requirements

What You’ll Bring to the Table Hands-on experience with applicant tracking systems (ATS), such as SAP SuccessFactors Ability to work independently as well as collaboratively in a team-oriented environment Solid understanding of Human Resources practices, particularly in recruitment and talent acquisition Highly organized with the flexibility to adapt in a fast-paced, dynamic setting Self-motivated and comfortable working with ambiguity Strong ability to manage multiple priorities and meet deadlines proactively Excellent written and verbal communication skills Ability to handle sensitive and confidential information with professionalism and discretion