Contact Centre Administrator – Midrand, Gauteng
Reference Number: SG-669
Location: Midrand, Gauteng
Job Type: Contract (Less than 6 Months)
Work Level: Mid-Level
Salary: Market Related
Closing Date: Not Specified
Job Overview
An exciting opportunity is available for a Contact Centre Administrator to join a dynamic Finance Services support team based in Midrand. This role is designed for individuals who are passionate about customer service, problem-solving, and working within a structured contact centre environment.
The successful candidate will be responsible for handling first-line customer and stakeholder queries related to finance services. You will play a key role in ensuring smooth communication between customers and internal process teams, while delivering timely and effective resolutions.
This position is ideal for candidates with prior help desk or contact centre experience who are looking to grow their skills in a professional and fast-paced environment.
Purpose of the Role
The main objective of this role is to provide efficient frontline support for finance-related enquiries. You will be expected to log, track, and resolve customer queries while collaborating with internal teams to ensure all issues are handled within agreed service levels.
Key Responsibilities
1. Customer Service & Query Handling
- Serve as the first point of contact for all finance-related customer enquiries
- Respond to queries professionally and within required turnaround times
- Investigate and resolve issues or escalate complex cases when necessary
- Provide clear feedback and updates to customers and stakeholders
- Maintain ownership of queries until fully resolved
2. System Administration & Case Management
- Log all queries accurately on SAP CRM systems
- Monitor and track open cases to ensure timely follow-ups
- Ensure all actions and resolutions are properly recorded
- Assist users in navigating systems, tools, and self-service platforms
3. Collaboration & Teamwork
- Work closely with internal process teams to resolve escalated queries
- Support knowledge transfer initiatives to improve future query handling
- Maintain strong working relationships with stakeholders and service providers
4. Service Delivery & Performance
- Ensure adherence to service standards and quality benchmarks
- Support the implementation of service management frameworks
- Identify areas for improvement and contribute to process enhancements
5. Reporting & Continuous Improvement
- Compile reports and analyse data to identify trends and recurring issues
- Recommend improvements to systems and processes
- Promote best practices and knowledge sharing across teams
6. Safety, Health & Environment (SHE)
- Ensure compliance with SHE policies and procedures
- Support initiatives aimed at maintaining a safe working environment
Minimum Requirements
Qualifications:
- National Higher Diploma or a relevant degree
Experience:
- 1–2 years’ experience in a help desk or contact centre environment
- Exposure to finance services or accounting processes is advantageous
Technical Skills & Competencies
- SAP CRM knowledge and experience
- Understanding of invoice processing and basic accounting principles
- Proficiency in Microsoft Office applications
- Strong data capturing and data management skills
- Ability to manage customer expectations effectively
- Problem-solving and analytical thinking skills
- Ability to handle complex service-related issues
Core Competencies
- Excellent communication and interpersonal skills
- Strong customer service orientation
- Ability to work under pressure and meet deadlines
- Good planning, organizing, and prioritization skills
- Team player with strong collaboration abilities
- High level of integrity and professionalism
- Initiative and willingness to learn
Additional Knowledge Areas (Advantageous)
- Payroll processes
- Employee data management (SAP)
- Learning and development systems
- Organizational resource management
Personal Attributes
The ideal candidate should demonstrate:
- Resilience and a strong work ethic
- Innovation and the ability to think creatively
- Flexibility and adaptability in a changing environment
- A proactive approach to problem-solving
Why Apply?
This contract opportunity offers valuable exposure to a professional finance services environment while enhancing your customer service and system management skills. You will gain hands-on experience working with SAP CRM systems and collaborating with cross-functional teams.
If you are looking to build your career in customer service, finance support, or contact centre operations, this role provides an excellent platform to grow and develop.
How to Apply
Interested candidates should prepare an updated CV highlighting relevant experience and qualifications. Ensure your application clearly demonstrates your ability to handle customer queries, work with systems like SAP CRM, and collaborate effectively within a team.
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