Customer Care Consultant

2 weeks ago

Pietermaritzburg, South Africa Belgotex Floorcoverings (Pty) Ltd. Full time

PURPOSE

The Customer Care Consultant role must ensure mínimal errors when liaising with internal and external customers. This role needs to ensure they positively promote the company brand through their roles and how they communicate with external customers.

Additionally, to contribute to sales by maximizing the velocity of sales opportunities.

To be successful in this role you will need to be meticulous, have a good attitude and drive for customer satisfaction. You should also have a mindset to deliver all areas of the job on time and in full.

SPAN OF CONTROL

This position will form part of the Customer Care Team, and will report to the Customer Care Manager.

**Key Outputs and Responsibilities**:

- Responsible for checking of stock on the D365 system to ensure availability of stock
- Reserving of stock for clients and monitoring reserved quantities.
- Work closely and maintain a productive working relationship with the Rug Division on BDM
- Understanding and utilization of D365 CRM system
- Liaise with planning regarding out-of-stock items.
- Liaise with the Quality department to have material inspected
- Liaise with stock clerks for releasing of stock
- Work off the sales ticket automation program timeously, but also with good business etiquette.
- Work towards and maintain the time expectancy on all tickets
- Process orders from customers on D365
- Processing of COD account proforma invoices and orders.
- Processing of Voke, Yudu, & CTO request
- Have a full understanding and willingness to learn the product offerings in the rug portfolio
- Processing of online sample orders
- Processing of requests for cancellation of order on the D365 system
- Make special delivery confirmations by working closely with (transport/ warehouse departments)
- Receiving and processing customer complaints on the Replacement Procedure document for the Quality department
- Manage large amounts of incoming calls
- Answer all incoming call centre calls within 3 rings to ensure there are no missed calls.
- Go the extra mile to engage with customers and improve service levels constantly
- Greet customers warmly and ascertain problem or reason for calling
- Provide general administration duties to support the prosecution of sales opportunities
- Use telephones to reach out to customers and verify account information
- Daily checks of all outstanding orders to improve assignment age and maintain a clean order book
- Meet personal/team monthly order targets

**REQUIREMENTS**:

- At least 3 years’ experience working in a call center environment
- At least 1 year administration experience
- Willing to work flexible hours and over time depending on sales order volumes
- Must have good communication skills (verbal and written)
- Must have strong planning and organizing skills
- Must have exposure and knowledge of flooring products, and willingness to learn the various rug portfolios
- Proven track record in achieving monthly targets

COMPETENCIES: INDIVIDUAL CONTRIBUTOR LEVEL
- **Valuing Differences** - Working effectively with individuals of diverse cultures, interpersonal styles, abilities, motivations, or backgrounds; seeks out and uses unique abilities, insights, and ideas from diverse individuals.
- **Work standards** - Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
- **Earning Trust** - Gaining others’ confidence by acting with integrity and following through on commitments while disclosing own positions; treating others and their ideas with respect and supporting them in the face of challenges_._
- **Initiating Action**:

- Taking prompt action to accomplish work goals; taking action to achieve results beyond what is required; being proactive.
- **Customer Orientation**:

- Placing a high priority on the internal or external customer’s perspective when making decisions and acting; implementing service practices that meet the customers’ and own organization’s needs.
- **Quality Orientation**:

- Accomplishing tasks by considering all areas involved, no matter how detailed; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.
- **Safety Focus**:

- Identifying and improving conditions that affect own and others’ safety; upholding safety standards_._
- **Planning and Organising**:

- Establishing an action plan for self and others to complete work efficiently and on time by setting priorities, establishing timelines, and leveraging resources_._
- **Continuous Learning**:

- **Influencing** - Using effective involvement and persuasion strategies to gain acceptance of ideas and commitment to actions that support specific work outcomes.
- **Technology Savvy**:

- Leveraging one’s practical knowledge and understanding of recent technology tools, solutions, and trends to

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