Offer summary

Qualifications:

Minimum of 2 years’ experience in a customer service or service desk role., Strong communication skills, both oral and written., Knowledge of PC hardware and components from a procurement perspective., Tertiary education is desirable, along with relevant industry certifications..

Key responsibilities:

Provide first-line inbound and outbound telephonic and email customer service.

Respond promptly to customer queries and coordinate asset deployments and collections.

Manage stock, lease contracts, and CMDB data to ensure accurate records.

Develop relationships with stakeholders to deliver high-quality service and contribute to service improvement.

Job description

Customer Service Specialist

Key Responsibilities:

Provide quality customer service through adherence to the Data#3 Asset Management Services (AMS) delivery methodology.
Focus on an existing Asset Management contract by delivering:
- First-line inbound/outbound telephonic and email service
- Timely response to all internal and external customer queries
- Coordinating end-to-end asset deployments
- Scheduling and coordinating asset collections with customers and external clients
- Stock coordination
- HAM CMDB management and lease contracts
- E-commerce portal coordination and testing
- Generating and sending reports on time to the customer and internal teams
Develop and maintain close working relationships with all stakeholders (external and internal) to ensure high-quality service and long-term strategic customer relationships.
Comply with agreed documented security policies, standards, and applicable customer regulations.
Promote and participate in the Data#3 culture, contributing to both staff and customer satisfaction.
Provide customers with specific Data#3 value solutions aligned with delivery capabilities.
Contribute to the development of new principles and innovative solutions to enhance service delivery.
Work both autonomously and within a team environment.
Commit to continuous self-improvement and expansion of industry knowledge.
Stay informed on business improvements and changes by participating in information-sharing meetings.
Contribute to AMS targets for Managed Services.
Help achieve personal and team objectives through participation in AMS engagements with current and prospective customers.
Perform any additional duties assigned by the manager in line with business unit objectives.

Additional Responsibilities:

Uphold and adhere to Data#3's core values, guidelines, policies, and procedures.
Represent Data#3 professionally and provide excellent service to internal and external customers.
Perform duties safely without risk to yourself or others.
Be flexible and open to taking on additional or varied roles/duties as required.
Be aware that position details (title, description, responsibilities, location) may change as business needs evolve.

As part of your role, you may also:

Be required to work off-site (e.g., customer/vendor/supplier premises), which may necessitate holding a National Police Certificate.
Access highly sensitive corporate and personal information.
Be expected to demonstrate high levels of honesty and integrity, making the completion of a National Police Certificate an inherent role requirement.

Requirements

Key Experience, Skills & Abilities

Experience:

Minimum of 2 years’ experience in a service desk or similar customer service role, ideally in 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 engagement.
Ability to work independently and take ownership within a formal service framework.
Initiative in problem-solving and escalation when necessary.
Strong analytical ability.

Abilities:

Strong customer service orientation.
High level of organization and attention to detail ("right first time" approach).
Proven ability to meet deadlines with minimal supervision.
Flexibility to adapt within standard office hours.
Comfortable handling high volumes of customer interactions in a dynamic environment.