Customer Service Specialist

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

• 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.
  

• 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.
  

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.
  

Qualifications:

• Tertiary education – Desirable
  

Certifications:

• Relevant industry certifications – Highly Desirable
  

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