Danelle Schoeman

• Check in every 8 weeks with our key customers (Kazang and FNB) on their experience and needs.
• Record all survey feedback in the appropriate system.
• Assist with troubleshooting on any technical or financial issues while doing the survey.
• Report any technical, financial, or outstanding issues immediately so that it can be attended to but also record the incidents for further investigation.
• This will assist with root cause analyses to understand if a process is not working or if there is a training requirement on site.
• Track action items from dissatisfied clients and follow up with respective managers / Supervisors on progress.
• Monthly reporting on surveys, outstanding action items and progress.
• Daily contact with Customers for feedback on installations, support and products received from all touch points in the business.
• Kazang CIT non collection report - Assist with addressing the ongoing CIT collection issues at site post CIT Admin intervention.
• Investigate any escalations that other advisors receive and intervene where needed, track the escalation and review from a CX perspective.
• Assist with training learners on occasions
• Created the CX Escalation Matrix
• Created Vendor Escalation Process
• Assisted with designing the Contact Centre Award Certificates
• Created the Survey's for the Contact Centre Awards
• Create processes to full gaps
• Providing training on these new processes
• Liaising with other departments to ensure processes are in line
• Create CX surveys for different departments
• Assisting with department events - Event Planning
• Organization of the office
• Creating and training staff on reporting
• Managing and driving projects

• Manage outbound calls, mails, and cases within the Service Level Agreement (SLA).
• Accepting ownership for effectively solving customer issues, complaints, and enquiries; keeping customers updated on the progress of the cases where applicable.
• Performing First Line Troubleshooting (FLT) according to documented processes and procedures and ensuring First Call Resolution (FCR).
• Escalating cases to other departments if FCR cannot be done during FLT.
• Working closely with third party vendors - logging cases, ensuring timely feedback, and escalating outstanding cases to vendor / internal teams.
• Action instructions on the vendor Teams groups within SLA.
• Data analyses - Bag orders, monthly reports and driving software and product improvements to reduce reoccurring calls in the Contact Centre.
• Adhering to processes and procedures pertaining to your role and daily functions.
• Attending to BDA exceptions and Comms reports daily
• Assist with training on occasions
• Writing of processes and confirming procedures
• Assist with buddying up with new staff, and training on device and processes
• Assisted with starting a process for the ATMR device
• Assisted with the Pilot Fase of CX Survey's in December

Duties:

- Maintain Creative Directors schedule

- Attend meetings and keep record of minutes

- Schedule meetings and appointments

- Attend meetings as assigned

- Perform general office duties such as ordering supplies, maintaining records management systems.

- Make copies, fax documents and mail documents as requested

- Facilitate Rebelle Designs time table for meetings such as Production Meeting on a Monday & Thursday 10h00

- Manage and maintain order in the storeroom

- Manage and maintain Coffee Station

Function: Financials & Quotations

Duties:

- Prepare Quotes & Invoices on Sage

- Coordinate all request for quotes with other personnel

- Works with vendors for quotes, purchase orders, press proofs and coordinating delivery of final product

- Monthly invoice/slip and quote filing

Function: Proposals

Duties:

- Sourcing of items for proposals

- Conduct research, compile data and have the ability to present findings in well-organized presentation format.

- Creating and editing presentations and documents as requested

Function: Collection & Delivery

Duties:

- Collect and deliver any items when need arises

- Deliver orders to customers on assigned routes

- Printing proof and printing job collection

- General order collection

- Courier bookings

Function: Packaging

Duties:

- Packaging of basic jobs

- Packaging of jobs under 15 units

- Sourcing packaging items

- Identifying, scheduling and coordinating packaging assistants

- Sending weekly packaging assistant payment Excel every Thursday COB

Function: Client Custodian

Duties:

- Managing Corporate & Wedding client custodian plan

- Sourcing packaging items

- Writing & adding a Rebelle Design postcard to every job leaving the studio.

Duties:

- Capturing of invoices for five different businesses.

- Capturing of cash flow on Excel sheet.

- Preparing staff files, and completing of forms (New Staff).

- Writing of employment contracts and ensuring contracts are up to date.

- Assisting with preparing of staff salaries on excel.

- Assisting staff and giving staff direction when needed.

- General filing and organizing.

- Answering of phones.

- Assisting vendors.

- Placing orders.

- Capturing of Monthly Sales Journal on Excel.

- Handling office interactions with outside visitors. This includes answering phone inquiries, and handling requests or complaints in a professional manner.

- Managing E-mails.

- Logging queries with Blue Label and Virtual Voucher for faulty voucher.

- Reporting faulty EFT machines to BCX.

Duties:

Preparation

- Allocate rooms, sign out stock and checked packed laundry bags.

- Clean, dust and polish everything.

- Ensure suites and bathrooms are clean.

Departure

- Check all stock and checklists and hand in to Liaison Officer.

- Reception duty, welcoming of guests.

Duties During Trip

- Introduction to guests, check all luggage is on board.

- Room explanation

- Room service, laundry and pressing.

- Inform guests of upcoming excursions, arrival times.

Bar Duties

- Serve drinks.

- Ring gong for meal times.

- Clear snack trays.

- Tidy up bar.

Room Duties

- Morning, Make beds, clean bathrooms and showers.

- Lunch time, Tidy room, restock fridges.

- Evening, do turndowns, put out duvets, tidy room, clean bathrooms.

Excursions

- Notify guests before stops.

- Clean windows vacuum and tidy rooms.

- Welcome guests back.

- Once quests are back on board, find out if they need anything.

Laundry

- Tag all laundry.

- Return all laundry.

- Account for every piece of laundry.

Room service

- Prepare tray with correct cutlery.

- Clear tray away.

Storage Spaces

- All kitchenettes must be kept clean.

- All crates and cleaning products must be stored in a tidy manner.

Duties:

- Administers sorting and distribution of samples according to set standard operating procedures to ensure the correct and prioritized channeling of specimens to various laboratories/ sites.

- Processes sample registration (“logging”) and queries according to set standard operating procedures.

- Ensures dispatching of specimens for processing in accordance with prescribed standard operating procedures and monitors progress and filing of reports, including handling queries and report delivery, in line with prescribed turnaround time.

- Performs hospital rounds to distribute reports and collect submitted samples for processing in accordance with relevant standard operating procedures.

- Handles and refers administrative queries and customer complaints to ensure timely resolution of queries and responses to complaints.

- Responsible to track progress of sample delivery by couriers to ensure that specimens are received by the designated laboratory, processed and results returned timeously and in compliance with set standard operating procedures.

- Investigates bottleneck in pre-analytical laboratory processes and ensure timely resolution of challenges.

- Ensures basic housekeeping in own working area, including suitable cleaning and preparation of equipment according to set standard operating procedures.

- Monitors stock levels and orders additional stock to ensure the availability of required materials at all times and ensure delivery of stock to the doctor’s rooms.

- Represents the organization by applying the principles of customer care in the medical pathology field and interacts professionally and ethically with medical professionals and staff.

- Management of the reception area and give out relevant information and direct clients to relevant departments while offering excellent customer service.

- Receives cash from patients and ensure banking of monies in accordance with relevant standard operating procedures.

- Reports incidents, logs customer complaints and problem solution, reads documents and actions tasks on the laboratory information management system in compliance with relevant organizational policy.

- Responsible for adhering to Lancet uniform protocols as set standard operating procedures.

Function: Checking correctness of Vouchers/Invoices

Duties:

-Receive payment documents and properly check if all necessary documents are provided, this include Payment approval form, Invoice/Voucher, Payment requisition form, Recommendation letter and Check list, these are regarded as prerequisites.

-Checking the correctness of information, this include checking if company name is spelled correctly, contract numbers is listed correctly, correct invoice number is listed on all documents.

- Check if all documents are signed correctly.

- Check if the percentage contract amount does correspond with invoice amount to be paid.

- Prepare cover page for each payment by filling correct information, e.g. supplier name, GL account, amount then sign for complete check list, then submit for checking by assistant accountant.

Function: Responsible for Filling of documents

Duties:

- Ensure Vouchers and journals are systematically filed according to their unique numbers

- Ensuring that batches and file slots are clearly marked and numbered correctly.

- Responsible for the retrieving of files

- Carefully capturing of all documents on the system and referencing all documents accordingly.

- Prepare marking of files to be used

- Retrieving documents when they are needed.

Function: Capturing and checking Bank details documents

Duties:

- Correctly enter bank details on the system

- Ensure name entered on the system matches the one on the cancelled cheque or bank letter.

- Follow-up on the queries arising from lack of information.