Customer Service Advisor

7 months ago

Durban, South Africa KURA SA Full time

**PURPOSE OF JOB**

The Call Centre Advisor is responsible for providing a friendly, helpful service to Representatives, Sales Leaders, Customers and Business Development managers who contact Avon via any channel. This could be sorting out a missing item, a balance query or anything in between by putting the Reps, Sales Leaders, Customers and Business Development managers first - understanding the impact of the issue on their business and ensuring all necessary steps are taken to ensure first call resolution.

**KEY RESPONSIBILITIES**
- To achieve set KPI’s as laid down through the PMP process
- Ability to gain information through effective questions in order to make fact-based decisions regarding issue resolution in order to drive representative satisfaction
- Excellent communications skills with the ability to work across cross functional boundaries
- Ability to work as part of a multi-functional team to achieve set targets
- Being able to explain, understand and resolve complex issues to achieve representative satisfaction
- Ability to resolve customer issues and make decisions to drive representative satisfaction and aid retention
- Acts as an Ambassador for Avon with the Rep always being at the heart of the business
- Understands the Reps business and actively promotes current initiatives & incentives either through upselling or other agreed value-added initiatives.
- Positive engagement with Team Leader and colleagues.

**EDUCATION AND QUALIFICATIONS**
- International customer service experience essential
- Experience in reconciling would be preferred but not essential providing proven numeracy skills

**SKILLS, KNOWLEDGE AND CAPABILITY**

**Essential (General)**
- **Detail orientation**: You pay attention to detail in order to produce high quality output, no matter what the pressures
- **Flexibility**: You remain adaptable and flexible in the face of unfamiliar or changing situations
- **Enthusiasm**: You demonstrate passion and energy when communicating goals, beliefs, interests or ideas
- **Initiative**: You take independent action to make things happen and achieve goals

**Essential (Call centre related competencies)**:

- High typing speed and accuracy
- Strong computer literacy and ability to navigate multiple systems
- Ability and flexibility to work rotational shifts and weekends.

**Essential (Personal attributes)**:

- Positive attitude to work
- Professional
- Presentable in appearance
- Ability to listen to understand
- Friendly and polite
- Approachable
- Self-driven

**Job Type**: Permanent

**Salary**: R6,000.00 - R7,000.00 per month

Ability to commute/relocate:

- Durban, KwaZulu-Natal: Reliably commute or planning to relocate before starting work (required)

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