Job Description

Job Category: AO - Administration/Operations
:
The Leader and Member Support Department help others come unto Christ by serving members, leaders, and employees in a simple and efficient way. The position provides a single point of contact for Bishops, Ward and Stake Clerks with their questions and challenges. This support will be provided through a contact centre type of environment. This position receives calls, messages and emails through the support system to answer inquiries from leaders. The incumbents are to use their knowledge, systems and help from the collaboration cloud (GSD and Area personnel) to resolve all issues. They are expected to provide complete resolution and show ownership with Christlike service. This is a professional entry level individual contributor role. The role reports to the Leader Support Manager and is located in Johannesburg, South Africa.
Responsibilities:
Being an individual contributor as the primary point of contact and ownership of the relationship with Bishops, ward and stake clerks.
Responds to calls, messages or emails received from them and provide education on new systems and processes as applicable.
Seek to understand the leader challenges and analyze the best way to resolve all issues completely and timely with little help. (Answers may not always exist.)
Appropriate use and contact with the Collaboration Cloud to provide a stronger specialized knowledge to meet ecclesiastical leader's needs. This involves resolving technical, processes and administrative enquiries via phone and email.
May assist in creating specific training and self- help material for them.
Provide input into process, procedures, systems, and training improvements, based on feedback from leaders.
Look for ways to improve processes and provide feedback to the Area Leader Support Manager.
Work with the Global Services Department (GSD) and Area personnel as needed.
Qualifications:

• Must be in possession of a Current Temple Recommend or be certified by their priesthood leader to be worthy to hold a temple recommend.

Required:
Bachelor's Degree and 1 year of applicable work experience in a contact centre environment, or a combination of education and applicable experience of 5 years.
Strong listening skills to understand the customers' needs and know how to help them.
Good customer focused approach to finding solutions and working with leaders.
Ability to provide feedback on processes to help make changes and improvements.
Strong communication skills in both written and spoken English are required.
To successfully perform the essential functions of the job there may be physical requirements which need to be met such as sitting for long periods of time and using computer monitors/equipment and headphones.
Preferred:
Experience with a Customer Relationship Management system with Service Now Knowledge of Church organization and leaders' responsibilities an advantage. * Knowledge of Church organization, leaders' responsibilities and having provided training to the priesthood leaders would be an advantage.