Switchboard Operator

2 weeks ago

Cape Town, South Africa WAAYS Talent Sourcing Full time

**MINIMUM QUALIFICATION/S**:

- Grade 12 or relevant qualification is compulsory.

**WORK-RELATED EXPERIENCE**:

- Experience in a courier environment is highly recommended.

**ADDITIONAL COMPETENCIES/ PERSONALITY TRAITS**:

- Excellent interpersonal and communication skills.
- Basic knowledge of office procedures and disciplines.
- Basic knowledge of office equipment.
- Basic knowledge of computer programs.
- The ability to function as a motivated team worker.
- The ability to demonstrate customer service and telephone etiquette.
- The ability to use correct business English and Afrikaans (including vocabulary, spelling, grammar, and punctuation) is required. Knowledge of a third indigenous language will enjoy preference.

**KEY RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO**:
**Assigned Customers**:

- Responsible for all assigned customers in terms of a complete customer service function.
- The customer portfolio may change from time to time depending on the account and capacity per administrator available.

**POD Administration and Imaging**:

- Ensures daily customer manifests and PODs are received without any endorsements.
- Report all unsigned manifests, any endorsements e.g. shorts, damages, etc. to operational managers and communicate actions with the customer representative while following up till resolved.
- Follow up to ensure all Outstanding assigned customer and ad hoc PODs are received back from drivers; delivering branches; agents, etc., captured, imaged, and sent for invoicing.
- Following invoicing ensure that all PODs are sent back to the customer as requested weekly/monthly basis by including a POD Handover Report.

**Manifest filing**:

- Keep a daily copy of the fully signed customer manifest for our records.
- Ensuring manifests are accounted for and filed daily to keep accurate records of queries pertaining to delivery and collection of key account customers.
- Ensuring any endorsements are reported to the responsible manager and added to the system for follow-up.
- Following up to ensure that incidents are resolved.
- Ensuring that manifest files are sent for metrofiling after month-end.

**Booking collections**:

- Provide quoted rates for all collections to the customer with accuracy and record quotes on Winfreight.
- Ensure to inform customers of standard trading conditions where relevant e.g. GIT insurance and packaging of goods.
- Book all collections for assigned companies and ad hoc with complete information on the in-house freight system, Winfreight.
- Confirm all booked collections with the respective branch operations and CSD to action as well as the customer via mail.
- Send pre-alerts for any special arrangements to relevant branch operations and CSD.
- Responsible for reviewing and checking collections for completeness and clarity. This function includes obtaining the correct address and contact details, filling in missing information, or contacting the company, customer, or individual to verify or obtain additional information.
- Ensure collections are recorded and printed out and attached to the driver boards.
- Informs customer of any anticipated delays and additional information needed by the customer, using mail and telephone. This function may include receiving of various customer complaints as well as following up with customers on a regular basis.
- Daily follow-up regarding the previous days collection dashboard and ensure rescheduling should collection not be done as recorded.
- Report any non-collection on the system with reasons and also to direct manager as necessary to ensure corrective action is taken

**Weekly Customer Service Calls**:

- Calling assigned customer representatives weekly to ensure they are happy with the services
- Feedback any complaints to necessary department managers.

**System Efficiency**
- Report any system, computer, and printing challenge to dedicated persons immediately to be seen to. Following up on these as well.

**Overflow**:

- Assist with ad hoc reception; filing and telesales duties from time to time.
- Responsible for ad hoc/overflow collections booked, PODs are captured and imaged, queries are followed up and resolved, PODs are invoiced and PODs are returned to customers as arranged on a weekly/monthly basis.

**Telesales and Service Campaigns**
- Assist with making telesales calls to potential and existing customers

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