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Consultant Customer Services

1 month ago

Springs, South Africa McCain Foods (S Africa) Full time

**Position Title**:Consultant Customer Services

**Position Type**: Regular - Full-Time

**Position Location**: Springs

**Grade**: Grade 02

**Requisition ID**: 20130

**PURPOSE OF THE JOB**:
To provide excellent customer service by interacting and responding to customers and distributors quiries & complaints relating to the McCain Brand.

**KEY PERFORMANCE AREAS**:

- **
Maintain standard procedures for complaint handling and responding promptly to Retail, Food Service and QSR, including handling of Food Safety, customer and consumer enquiries and complaints (local, across border, overseas), received via the following channels**:

- Phone calls & Voice Messages
- Mail
- Website
- Social Media (Hello Peter, Facebook, Twitter)
- Raise QI Investigations timeously and Track Progress on Qis according to set timelines
- Ensure Strict Resolution and close out of complaints and queries within Time-Lines as per Procedures and Key customer requirements
- **
Manage and maintain accurate record keeping of all relevant customer/consumer enquiries and complaints on the Salesforce database**:

- Record accurate details of each action taken on enquiries and complaints received.
- Arrange timeous collection of customer complaint evidence materials via Courier Services
- **
Customer Services Reporting**
- Weekly Complaints Reports
- Monthly Complaints Reports
- Bi Customer Complaints Reporting
- Key Customer Reports
- Adhoc Reports, Trend Reports as and when requested

**EDUCATIONAL REQUIREMENTS**:

- Minimum Grade 12 or National Certificate
- A Diploma or Certificate in Customer Services Management or Food Science will be an added advantage
- Good Computer Skills, Basic Excel, Report Writing Skills
- Very Good Command of the English Language

**EXPERIENCE REQUIREMENTS**:

- 2 years minimum customer service work experience from a similar environment, e.g. Call Centre or Complaint Resolution Centre
- Demonstrated and completion of relevant courses on customer relationship management, administration, conflict resolution, communication and problem solving,

**LEGAL REQUIREMENTS**:

- Valid driver’s license - Code 8
- Basic Knowledge Consumer Protection Act & Food Safety Legislation.

**PERSON SPECIFICATIONS**:

- Conflict Resolution - using effective interpersonal skills to resolve conflict situations.
- Managing Stress - maintaining a calm demeanour and mental state when situations escalate and to deal with customers, sales, and marketing teams, plant teams in a courteous and tactful manner.
- Communication Skills - ability to actively listen and provide feedback using both verbal and written communication skills, ability to exercise restraint and maintain respectful tone with customers
- Time Management - ability to use available time and resources to manage multiple priorities and address assigned tasks and customer issues.
- Organising information and Data - ability to assemble and maintain detailed and accurate information in a logical system that can be accessed by themselves and others. Individual must possess a genuine interest in administration, contact centre and customer service
- Managing Diversity - knowledge and ability to interact with a variety of people.
- Reliable
- Ability to be trusted, good work ethics and high attendance record.
- Ability to work independently.
- McCain Foods is an equal opportunity employer. We see value in ensuring we have a diverse, antiracist, inclusive, merit-based, and equitable workplace. As a global family-owned company we are proud to reflect the diverse communities around the world in which we live and work. We recognize that diversity drives our creativity, resilience, and success and makes our business stronger._
- McCain is an accessible employer. If you require an accommodation throughout the recruitment process (including alternate formats of materials or accessible meeting rooms), please let us know and we will work with you to meet your needs._
- Your privacy is important to us. By submitting personal data or information to us, you agree this will be handled in accordance with the _Global Employee Privacy Policy_

LI-SAF1

**Job Family**:Quality & Food Safety
**Division**:South Africa
**Department**:Supervisor Customer Services
**Location(s)**: ZA - South Africa : Gauteng : Springs || ZA - South Africa : Eastern Cape : Port Elizabeth || ZA - South Africa : Free State : Bloemfontein || ZA - South Africa : Gauteng : Bapsfontein || ZA - South Africa : Gauteng : Bedfordview || ZA - South Africa : Gauteng : Bronkhorstspruit || ZA - South Africa : Gauteng : Johannesburg || ZA - South Africa : Gauteng : Katlehong || ZA - South Africa : KwaZulu-Natal : Durban || ZA - South Africa : Limpopo : Marble Hall || ZA - South Africa : Mpumalanga : Delmas || ZA - South Africa : North West : Lichtenburg || ZA - South Africa : Other : Reference job description || ZA - South Africa : Western Cape : CapeTown || ZA - South Africa : Western Cape : George

**Company**:McCain Foods (S Africa)