Affiliation General Corporate
- Job Description
Working within our customer service department you will be responsible to support our customers, develop the Customer Loyalty and enhance their experience via our omni multi-channels, including inbound & outbound calls and electronic communications.
It is your goal to maximize the customer relationship, gain sales value and share of wallet from every customer by actively seeking out sales opportunities.
To undertake business administration tasks including efficiently process all customer presales / aftersales queries and orders. Effectively manage the customer relationship, consistently providing excellent customer service and assisting in achieving the departmental goals.
You will be identifying customer’s needs through effective communication and passionate customer service thereby increasing company sales and growing shareholder value.
Maintain a flexible skill set ensuring the ability to support all areas of customer service.
Delivers a seamless and personalised service that exceeds the customers expectation whilst supporting the delivery of sales and profit growth.
Record and process orders and inquiries received via all touch points and ensure a correct understanding of the reason for the contact
Provide efficient and effective service to customers, ensuring all internal KPI’s are monitored and met. and that the question of the customer is answered or expectations managed.
Take full ownership and accountability for our customers, to ensure that their enquiry is fully completed or if appropriate escalated on to the relevant department.
Support in your role the overall contact strategy as just one contact point to allow an aligned customer journey through all channels and touchpoints
Proactively identify sales opportunities increasing our business revenue.
Work with your given KPI’s to achieve targets and objectives set.
Develop and update customer data on all required systems.
Champions continuous improvement to drive efficiency and productivity through recognising areas of potential improvements to enable a more efficient way of working.
Correctly and systematically use all our systems / tools and support provided by the organization (Inventory, brochure, catalogues, websites, etc.) according to the situations encountered in order to advise and service our customers.
Support and guide the customer through our online offering, encouraging self service where appropriate.
Minimum of 2+ years solid sales experience in a call center environment
Customer service experience
Job-Related Knowledge, Competencies & Skills Required
Credit / Criminal Clear
High proficiency in verbal & written English
Sound interpersonal skills
Proficiency in the following Microsoft packages (Word, Excel & Outlook)
Exceptional administrative skills with sound planning, organizing and time management skills, with sound follow-through after contact with customers
High attention to detail and accuracy
The ability to:
Prioritise and manage work flow
Analyse, validate and interpret information
Resolve conflict situations amicably
Findd effective solutions for customers (i.e. businesses)
Effective problem solving and decision-making skills
Multi-task and cope with high work volumes
Team player and be able to work in an open-plan environment
Work under pressure to meet performance KPIs and client service level agreements
Effective negotiation and persuasion skills
Effectively share knowledge and expertise with customers and staff
Be agile and able to adapt to change in a fast-paced environment
Qualifications and Experience Required
- Number of vacancies: 50
- Minumun level of education: Grade 12 /N4 (Matric)
- Availability for travel: No
- Availability for change of residence: No