Customer Relations Officer

2 weeks ago

Pretoria, Gauteng, South Africa Massmart Full time

Summary:
To recruit new customers and maintain existing customer portfolios
FUNCTIONS /

RESPONSIBILITIES:
Assist Customers Greet the customer in a friendly tone of voice.
Introduce yourself to the customer.
Be polite, helpful and courteous at all times.
Know your store.
Know your products.
Listen carefully to the customer's needs & requirementsAsk open ended questions to find out all the information required.
Satisfy the customer's query and requirementsFind out what else you can help the customer with.
End off in a polite and friendly way.
Deal with queries Listen carefully to the customer's request/complaintAsk open ended questions to find out all the information required.
Satisfy the customer's query.
If you cannot satisfy the customer - find someone who can.
If necessary, take down the customer's details and the details of the query.
Find out what else you can help the customer with.
End off in a polite and friendly way.
Deal with complaints Respond to the customer with empathy.
Apologise and thank the customer for telling us.
Tell the customer how the problem will be fixed.
Make sure that the customer is satisfied with the solution that you are offering.
If necessary, take down the customer's details and the details of the complaint.
End off in a polite and friendly way.
Keep your customer informed.

Follow up with customers telephonically to tell them how the investigation is progressing and of the result of their complaint.

Prepare for the call beforehand to remain focused during the conversation.
Ask clearly and politely for the person you want to speak to.
Greet the person and identify yourself giving your name, company & department. Explain clearly what has been done regarding the complaint.
Verify that the customer is satisfied with the result.
End the call by telling the customer that you look forward to seeing him in Makro soon.
If many customers are returning a particular item of stock - inform the buyer.
Recruit new customers Use an up to date and detailed map of store location and surrounding areasWrite down names of businesses when driving around target areaUse telephone directories and yellow pages to source customers in target marketFollow up on referralsTake the names of businesses and businessmen and run them through the store system to see if they are already cardholdersIdentify competition by using a map of the areaConduct price surveys on competitorsGet involved in community eventsSurvey target market Phone the potential customer and set up a meeting to see him where requiredCold calling may be required however always be prepared with sales material & brochuresTeamwork and Self- Management Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained Demonstrate consistent application of group and company procedures and policiesPlan and prioritise, demonstrating abilities to manage competing demands Demonstrate abilities to anticipate and manage change Work with the broader core and site HR teams to support the overall HR strategyRequirements: Minimum Academic, Professional Qualifications and Experience required for this position Diploma in Sales / Marketing2 – 3 years' experienceCompetencies and Skills Live the valuesJudgmentCustomer/Member CenteredPlanning & ImprovementInfluence and CommunicateAdaptabilityCulture, Diversity & InclusionFunctional Competencies Communication SkillsStrong Administration SkillsPlanning, Organising and ControlKnowledge of Store processManage and Motivate staff memberThe position requires trust and honesty and that entails the handling of cash and/or finances, which includes but is not limited to, the handling, administering, processing and distribution of the Company's monetary resources such as its stock in trade or merchandise#J-18808-Ljbffr

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