Customer Service Specialist

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