Service Delivery Administrator - French Speaking

Job description / Role

Position: Service Delivery Administrator (SDA)
Function: Business Analyst
Division: Client Services
Reports to: Client Service Manager (CSM)

The SDA serves as the business contact for the client at a regional and local level. The SDA is expected to consistently provide excellent customer service to accounts, as well as represent client needs and goals within the organization to ensure quality.

The SDA is responsible for ensuring that all aspects of the telematics and training services are delivered as per the contracted requirement. The SDA engages their clients regularly providing information about the fleet performance and feedback on services delivered. The internal technical team supports the SDA by ensuring the contracted telematics requirements for database management and reporting are carried out.

The SDA is also responsible for the monitoring and intervention of the technical support service for their nominated client/s. The SDA will be proficient in managing consolidated performance metrics and defined reporting for the Client Consultant to review and present to the client’s senior contact point. Accountable for service delivery to the client contact point.

Responsibilities:
- Responsible for all operational client communications, conflict resolution, and compliance on client deliverables.
- Critically evaluates information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
- Ensures that client issues are dealt with in an efficient manner, informing the SDM of any problems that may arise.
- Owns the contract and manages contract renewals for an existing client.
- Manages change requests.
- Works closely with the implementation team in order to maintain a continuous knowledge of project status in order to identify potential issues and/or opportunities within or related to the project.
- Provides regular two-way communication between the client and team, to provide strong team representation and set proper client expectations.
- Understanding of company capabilities and service, and effectively communicates all offerings to the client.
- Reports to the CSM, providing regular input on all account activity, including status and reports when required.

Requirements

Must be able to speak French.

- Very strong technical skills coupled with business intelligence and a deep understanding of customer's needs so that they can be transformed into application and operational requirements.
- Proven account management skills required in order to create, maintain and enhance customer relationships
- Minimum 3 years of experience in a similar role (IVMS an advantage)
- A preferred Business or Finance related bachelor's degree, other financial service qualifications or equivalent experience.
- Excellent communication skills (written, verbal, interpretive), as the individual will be working with internal and external clients to accomplish various tasks.
- Strong organizational, analytical, and problem-solving skills.
- Excellent time management skills in order to meet deadlines in a multi-task environment.
- Extremely detail oriented
- High level of initiative and work well in a team environment
- Handles stressful situations and deadline pressures well
- Plans and carries out responsibilities with minimal direction

About the Company

Founded in 1996, MiX Telematics’s connected solutions and services provide enterprise fleets, small fleets and consumers with integrated solutions for safety, efficiency, sustainability, compliance and security. The company delivers its solutions to customers in over 120 countries, across the globe.

Over 790,500 mobile assets – from trucks and buses, to vans, cars, motorbikes and trailers – are actively managed by MiX Telematics. In addition to employing in excess of 1,000 people, MiX Telematics has a growing network of more than 130 fleet partners worldwide. The company has offices in South Africa, the United Kingdom, the United States, Uganda, Brazil, Australia and the United Arab Emirates.

MiX Telematics shares are publicly traded on the Johannesburg Stock Exchange (JSE: MIX) and on the New York Stock Exchange (NYSE: MIXT).