Current

Openings

Client Support Officer [FTC]

Organisation Description:

Technovera is an innovative tech scale-up that focuses on technology inclusion through the development of simple technologies to improve last-mile access in Africa. The organisation has developed Pelebox, a smart locker system that enables patients to collect their repeat chronic medication in under 30 seconds instead of waiting hours on queues at public clinics. We are growing the team as we ramp up the number of communities we serve. Our mission is to develop, promote and scale inclusive technologies, solving challenges of access to quality healthcare in Africa.

The following video provides the essence of the work we do: https://vimeo.com/386065332

Job Description & Purpose:

We are looking for a “Client Support Officer” to execute, manage and improve our operations support functions. In this role, you would be our client’s first line of contact and ensure that our product network is at its optimal. The ideal candidate is someone who is good at solving and resolving challenges, can master client engagement, has excellent attention to detail, and is able to get things across the finish line.

If you are skilled and interested in working for a tech-enabled scale-up operating at the intersection of Access to Quality Healthcare, Digital Technology, and Social Impact, then Technovera might be your new home.

Duties, Functions and Responsibilities:

Help Desk Support:

• • Develop daily/weekly work plan, outline associated daily tasks, targets and report daily and/or weekly on completed actions
• • Review “Daily Site Performance” and coordinate appropriate actions with the team and or clients
• • Serve as the first point of contact for clients and users seeking technical and operational assistance
• • Handling Basic Client and User Queries and Support Functions
• • Document, and analyse client or product performance challenges, determining the best solution and execute appropriate action plans. This may include performing remote troubleshooting through diagnostic techniques or escalating issues to the next Tier of the support team
• • Document, review systems requests from management, clients, and internal team. Develop and coordinate, and execute appropriate actions plans
• • Manage help desk daily incoming queries in a timely manner
• • Daily, effective, on-time, detailed communications with clients, users, operations team, and management regarding support queries to ensure operational excellence
• • Ensure that all external interactions are documented Daily
• • Co-develop product training materials. Prepare, schedule, and conduct product training sessions [online and on-site] for clients, partners, and users.
• • Co-Design | Implement | Maintain | Enforce Reporting Tools and Guides
• • General Admin - Data Capturing | Filing
• • Provide Information on the Company’s Products & Services to Prospective Clients

Additional Functions and Responsibilities:

• • Develop and maintain a list of all items that need procurement and schedule weekly procurement reviews with management for approvals.
• • Complete supplier application forms and credit application forms and submit to vendors
• • Perform basic vendor authentication [BBBEE]
• • Research new vendors/suppliers, find alternative vendors to manage supplier risks and dependencies, negotiate favourable pricing, and onboard new suppliers.
• • Co-develop, maintain and update a comprehensive supplier database
• • Co-develop, update and execute centralised procurement processes of general stock for plant, office, and site work.
• • Conduct trend analysis with a focus on building pricing movement profiles of items, proactive identification of supplier issues, and lead time challenges that may threaten the ability to keep input costs and project costs within budget
• • Create and maintain relationships with vendors and suppliers; this may include supplier in-person visit
• • Centralised booking of team accommodation for site work
• • Assist with planning, procuring and preparing materials and resources required for projects
• • Assist during stock control days and ensure storage processes and management are adhered to
• • Take on specialised projects aimed at helping the business improve, develop new products and delight customers.
• • General Office Admin - Filling (Manually + Digitally) | Scanning | Printing
• • Contribute and Consolidate Ops Meeting Agenda Points and Distribute in Time
• • Delivery and collection of procured parts and defective products from suppliers and partners
• • Assist with Cleaning | Decluttering |Maintaining Space in Good Condition

Other General Duties, Functions and Responsibilities:

• • Prepare For & Attend all Team Meetings [Weekly Operations, Daily Stand-Ups, Project Planning etc.]
• • Assist with Recruitment Efforts | Engage with Short-Listed Candidate | Arranging Interviews
• • Contribute to the Development of Self and Team
• • Assist colleagues whenever there is an opportunity to do so
• • Coaching/Mentoring and Training new team members to improve their Skills Base and Overall Delivery and Performance
• • Follows all Company Policies and Procedures.
• • Adheres to safety regulations and industry standards

Experience & Qualification:

• • National Diploma or equivalent [Minimum NQF 6]
• • Minimum 4 years working experience
• • Valid SA driver's license [more than 2 years of driving experience]
• • Valid Passport [At the time of start date]
• • Excellent communication in person, in writing and over the phone [SA Multi-Lingual]
• • Excellent Customer Relations Skills
• • Computer Literacy
• • Proficient with Microsoft Office (MS Word, Excel, and PowerPoint)
• • Advanced level in MS Excel would be an advantage
• • Intermediate typing speed [30 wpm to 60 wpm]
• • Good analytical skills and ability to work independently.
• • Excellent interpersonal skills.

How to apply:

To apply, please

• 1. Visit our careers portal: www.pelebox.com/career
• 2. Find the Job Post that you want to apply for on our company website.
• 3. Complete all the relevant sections and upload the appropriate documents.
• 4. Review and Submit.

Note: Only applications through the pelebox website will be considered. CV`s or applications sent to any of our email addresses will not be considered and will automatically be discarded or deleted.

Questions and Enquiries:

For queries/support contact support@pelebox.com.

Closing Date:

Applications are reviewed on a rolling basis. This means early applications that fit the role have the highest probability of being shortlisted, interviewed, and selected. The best time to apply is today. Once the right candidate is selected, the role will be removed from our website.

Hiring Policy:

We are committed to employment equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our employment equity goals. We encourage women & people with disabilities to apply.