Snr Customer Services Agent/supervisor

2 days ago

Midrand, South Africa Placements 4 all Full time

**Snr Customer services Agent**

**Midrand R29K Neg**

**Education & Experience**
- Matric (Grade 12)
- At least 5 years Customer Service experience (which includes experience in Credits and Claims and Call Quality Measurements).
- At least 2 years supervisory experience.
- Experience in the courier industry and or Warehouse environment.
- Experience in Sysaid, ByDesign, Netsuite and Mitel (preferable).
- Experience in Direct Selling (preferable).**Position Objectives**

Responsible for providing a fully integrated “one-stop-shop” Customer Service Department which strives to offer the highest standards of query resolution while representing the company in a positive and professional manner. To become a specialist of the business by actively seeking out updated information regarding your area of responsibility and communicating this information to all members of the department. The effective and efficient management and processing of all Credits within specified time period. Manage the Customer Service Team.

**Specific Accountabilities**

**1. General Queries**:

- Ensure all queries are logged on the SysAid query system.
- To ensure that all logged queries are closed and resolved to the Distributors satisfaction within 48 hours. If not, it should be escalated to the Line Manager.
- Monitor all outstanding queries on a daily basis for the Customer Service Team.
- Ensure that regular and accurate feedback is filtered through to the Distributor until the query is resolved.
- To make sure that incentive reports are understood and queries to be resolved within 48 hours.
- To be aware of what to look at when resolving volume discount queries and queries should be resolved within 48 hours.
- Assist agents with all challenging queries before it is escalated to the Line Manager.
- Ensure all regions are allocated a CSD agent if there is a high amount of absenteeism.
- Too conduct the 15h00 daily CSD team meeting.
- Attend stock and incentive meetings, when necessary.

**2. Management and processing of all Credits**:

- Liaise with the Distributors regarding the status of credit and claim related issues.
- Receive and collate Credit requests for designated areas.
- Process Credits within 48 hours according to the Company policy, this includes the whole process from receiving credit to resolution.
- Investigate and analyze credits daily.
- Monitor trends and abnormal claims for the whole team and report to management every month end.
- To be able to print out Credits history from ByDesign/Netsuite and provide the information with regards to the relook of a Credit.
- To put together the list of all declined credits for the department and give to Line Manager weekly.

**3. Maintaining the highest level of customer service regarding deliveries at all times**:

- To ensure that all Distributors receive the highest level of service at all times, by managing the Hot List proactively, notifying Distributors of any delays or possible impacts on service delivery.
- To ensure that all the agents provide weekly feedback on their delivery issues.
- Recommend to the Line Manager areas that should be put on the Hot List or to be removed from the Hot List.
- Send the number of delivery issues faced during the previous week, to the Operations Assistant, every Monday morning.
- Generate a report first thing every morning for all open waybills in Warehouse 01.

**4. Promoting the Cross functional integration of all departments and the field in order to achieve the desired customer service outcome**:

- Provide Distributor feedback to internal partners in an attempt to identify opportunities, areas of focus and to improve on overall customer service.
- To integrate with all internal partners to drive customer service and improve business processes.
- Identify gaps within the business process and give suggestions on how to improve these processes.
- To document any internal department challenges. A list to be compiled for Line Managers weekly.
- Send weekly report to Line Manager of service challenges being faced in the field, as well as recommendations.
- To complete an Out of Sequence spreadsheet monthly.
- Compile statistics for Customer Service Department.

**5. Call statistics report - to have a high level of call etiquette**:

- To ensure that all Customer Service agents are logged in when they are at work, and are logged out when they are absent or taking a break, on the call centre system.
- To ensure that all agents use the professional language (English) when speaking to Distributors on the phone.
- Escalate to Line Manager when facing challenges with phone lines / fax lines in the department. Log the query with IT service desk.
- Monitor and make the CSD agents aware of the queue for all inbound calls.
- Make sure the agents are available on the Mitel system.
- The following items should be measured:

- Number of calls answered.
- Number of calls answered within 5 seconds.
- Number of calls abandoned.
- Number of calls lo

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