The Project Administrator is responsible for the following:

• To assess and resolve enquiries, requests and complaints, on the telephone, and also by other electronic access channels, to ensure that client requests and queries are dealt with within the agreed time to maintain agreed service levels.
• To use sound judgement and take decisions within established procedures for each service request including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction.
• Communicating with internal and external clients on a professional level, providing information by telephone, in writing, e-mail or in person.
• Maintain electronic and written databases of letters and forms received, information given, services requested and complaints made, to ensure accuracy of information and efficiency when dealing with customers.
• Weekend duties (When they apply)
• Other ad hock responsibilities required by the client
• Developing constructive working relationships with others and maintaining them over time
• To encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to the Management team for service improvements.
• To participate in the induction and training of new project administrators to ensure a high level of up to date knowledge is maintained.
• To undertake general administrative duties in the, including, faxes etc using the photocopier machine, taking electronic copies as necessary, to ensure the smooth flow of work.
• To undertake any other duties as required commensurate with the grading of the post.

Qualifications

• Grade 12 with 1 to 2 years related experience.
Experience

• 1 (one) year work related experience in a call centre environment
Skills and Competencies

• Personal
o Strong communicator
o Self-Managing
o Ability to work on own initiative and as part of a team
o Conflict management and resolution
o Positive ‘can do’ attitude
o Solution orientation thinking
o Confident
o Enthusiastic
o Patient
o Honesty and integrity
o Active listening
• Work
o Ability to work in a fast-paced, changing environment
o Ability to think creatively and initiate change
o Good understanding of human behaviour
o Ability to multitask
o Target delivery focused
o Strong customer service orientation
o Solve problems
o Work to stringent deadlines and go the extra mile
o Continuous improvement
o Administrative skills
o Computer literate
o Customer centric
o Understanding of the needs for confidentiality and compliance with service regimes
• Tools
o Microsoft Office
o Quick and accurate keyboard skills and experience of using data bases
o Internet Skills

The successful candidate must present as competent, articulate and professional. He or she must be highly motivated, have initiative, be able to keep calm under pressure, and manage time well. This person must also be motivated to take on multiple tasks.