Customer Service Representative 1

Job description: Who are we?
We are on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Every day, around the world, we enable citizens and consumers to perform their most important daily activities (such as paying, connecting and travelling), whether in the real world or in the digital world. Let's transform their lives by making the world safer but also simpler.
We combine know-how and technologies never before combined in both the physical and digital spheres for the secure management of connectivity, payments and identity. Artificial Intelligence, Cloud Computing, Cryptography, Cyber Security, Innovative Sensors and Video Analytics are at the heart of our physical products, software and systems.
We serve our customers in 180 countries with our 15, 000 employees worldwide.
Purpose This role executes the customer contract, works internally and externally to maximize customer satisfaction through effective contract delivery and promotes revenue generation and profitability Key Missions We are hiring for Customer Service Representative based at Johannesburg.
Main Responsibilities:

Manage all customer contact relating to operational activities within the Southern and Eastern Africa Sub-region. Monitor SLA performance and be the voice of client to ensure that client satisfaction levels are maintained and improved. Create and maintain customer SLA documents. Management of order expectations, customer order status and maintaining customer WIP tables. Utilize various internal systems to process customer actions (change request/ artwork originations/ none complaint reports). Ensure pipeline accuracy by providing sales teams with regular customer feedback and weekly Revenue reports. Communicate customer requirements internally, chasing progress with all departments (Manufacturing, Service Center, Sales, Technical Support.) Develop specialized knowledge of ERP systems to process orders (AX). Ensure that all order entry, invoice, dispatch specifications are entered and processed in an accurate and timely fashion. Invoicing based on the incoterm agreed with the customer. Ensure compliance of key procedures by internal and external stakeholders, including :o Regional escalation managemento Quality/complaints handling a client response.o Change request coordination and billing.o PO acceptance / complianceo Represent IDEMIA at client meetings.o Follow and maintain Oberthur HR values, processes, and policies.
Why choose IDEMIA?
By choosing to work at IDEMIA, you are joining a unique tech company. You can seize all the opportunities of a stimulating environment. You can bring your own skills to our community. You can contribute to a safer world.
We develop cutting-edge, forward-looking, time-proof innovations that meet the highest technological standards. We are well established and yet still agile. We are neither too big nor too small. We are transforming quickly to remain a leader in an equally rapidly changing world.
At IDEMIA, people can develop their expertise and feel a sense of belonging and empowerment, in a global environment, within a company that has the ambition and ability to change the world.
Our teams are close-knit and collaborative; dialogue and human relations are fundamental for us. We are truly international and we firmly believe that diversity is a key driver of innovation and performance We welcome people from all walks of life, regardless of their appearance, where they come from, who they like or what they think.
Each of our sites has its own advantages and offers a collaborative and user-friendly working environment.
Interested?
If you are qualified for the position, please apply through LinkedIn

IDEMIA. Expect the unexpected. Join the journey of a unique tech company.