Job Details

Job Description

Main Purpose:

To manage the front office in a professional and corporate image in a courtesy and friendly atmosphere. To answer phones, welcome visitors as well as administrative duties and tasks. Should have High confidentiality during the course of employment.

Knowledge Skills and Abilities, Key Responsibilities:

Education and Experience :

• High School diploma with additional related specialized / technical training or some college courses;
• Minimum of 5 years’ relevant experience in a similar role and industry. (fast pace and high pressure)

Skills and Competencies

• MS Office Suite
• Proficiency in English; knowledge of additional languages is a plus
• Computer literacy
• A customer-oriented and professional attitude
• An outgoing personality
• Outstanding communication abilities
• Excellent organizational and time-management skills
• Hospitality and customer centric focus.
• Emotional Intelligence: ability to work with colleagues who have different ways of behaving and interacting.
• Resilience: ability to cope with setbacks.
• Ability to work unsupervised.
• Self-disciplined, motivated, energetic self –starter with an exemplary work ethos.
• Capability to interact with both internal and external customers at all levels.
• Ability to maintain confidentiality.
• Attention to detail with a methodical and structural approach.
• Results focussed and professionalism
• Ability to multitask
• Ability to follow established procedures.
• Ability to work under pressure.
• Project a professional and competent image at all times when on duty.
• Ability to resolve conflict.
• Ability to deliver high quality customer service consistently.

Incoming / Outgoing calls

• Answering telephone calls promptly and efficiently
• Screening and directing of calls
• Assist staff with outbound and international calls
• Recording of messages correctly and forward timeously
• Make a good first impression
• Provide efficient trafficking of calls
• Obtaining accurate information to forward calls efficiently
• Maintaining office morale and good telephone etiquette.

Booking of Boardrooms

• Schedule meetings in relevant boardrooms as per employee requirements
• Send out calendar invitations to the relevant participants
• Coordinate with tea ladies, for the preparation of meeting rooms as specified by the employee
• Set up of Boardrooms for Management Meetings
• Setting up of meeting rooms as per employee requirements i.e. desk pads, notepads, mints, chocolates, coasters, glasses, refreshments.

Booking of Video Conferences

• Schedule Video Conferences in the available Video Conference meeting rooms
• Liaise with the relevant countries in which the Video Conference will take place
• Scheduling Video Conferences on TMS System
• Issuing of Video Conference confirmations

Guest Relation

• Greet visitors in a friendly and professional manner
• Organizing of refreshments as per customer requirements
• Directing visitors to appropriate contact and ensuring that guests are collected from reception
• Clean and tidy reception area during office hours
• Adhere to access control arrangements

Incoming and Outgoing Mail

• Receive sort and route mail, documents and deliveries
• Monitoring of incoming and outgoing couriers
• Liaison with courier companies

Additional Administrative duties

• Correspondence and phone calls
• Managing diaries and appointments
• Travel arrangements (Flights, accommodations and transfers)
• Printing and binding for regional meetings
• Planning of weekly, monthly and/or quarterly regional / management meetings
• Organising events and conferences
• Reminding Management of important tasks and deadlines
• Assisting with compiling reports/PowerPoints etc
• Offering support and assistance  to HRBP as and when required.

Operational Delivery

• Review visitor and client arrivals for the day
• Attend to special arrival and meeting room requirements
• Provide information about amenities, area and venues
• Anticipate client needs and build rapport with clients
• Offer assistance with certain tasks (e.g. confirming travel arrangements, taking messages, restaurant reservations, etc)
• Offer assistance with meeting room technical requirements.
• Report client feedback to the Helpdesk and revert to clients and visitors with resolution
• Escalate unresolved complaints to the Manager when necessary
• Report any building maintenance to the TFS call centre daily.
• Ensure compliance with health and quality standards
• Ensure all meeting rooms are set up as required by the client.
• Conduct daily inspections to ensure that all chairs are in place, meeting room is clean and cables are tidy.
• Test AC and VC equipment prior to use.
• Ensure that all white boards are cleaned, white board markers are working well and that an eraser is available.
• Ensure that rooms are cleared and tidied after each meeting.
• Ensure that tables are cleared and chairs are aligned after each meeting.
• Report over flowing dustbins and cleaning issues to the cleaning team on duty in your area.
• Report and hand in any lost property found in meeting rooms to security.

Customer Focus

• Work with teams to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value
• Interact with client to provide and process information in response to inquiries, concerns and requests about products and services
• Keep up to date with business objectives within the environment
• Provide advice on general changes and compliance within the workplace management framework when required
• Work with processes and procedures in such a way that operational efficiencies and performance are enhanced
• Attend to and resolve all customer queries timeously or escalate when necessary
• Follow up and follow through on all queries timeously
• Manage conflict

Code Of Conduct

• Undertake such other responsibilities as directed by Management that will drive sustainability.
• Work in a flexible way when the occasion arises so that tasks, which are not specifically covered in the job description, are undertaken.
• Take responsibility for one’s own performance.
• Promote Impala’s image and corporate citizenry through deliberate and co-ordinated activities.
• Adhere to the Impala’s Safety, Health, Environmental and Quality (SHEQ) Management System’s Policies & Procedures as applicable to this position.
• Ensure Impala’s ethical values are adhered to.

Key Relationships and Department Overview:

Internal and External :

• Operations teams, warehouses and relevant stakeholders
• Transporters
• Operations Management
• Service providers / Logistic partners / customers
• Employees